Complaints Procedure

Our aim is to provide a first class service, however if you wish to register a complaint, please contact us by writing:

Phoenix Insurance Consultants
1st Floor, 46 Station Road
Chertsey,
Surrey
KT16 8BE

✉ help@phoenixinsure.co.uk ☏ 01932 568 077

Whilst we make every effort to maintain the highest standards, we recognise that there may be occasions when we fail to satisfy the particular requirements of our customers. We have in place procedures to investigate and remedy any area of concern. In such circumstances, we promise:

To acknowledge any formal complaints in 28 working days or less:
To have complaints and expressions of dissatisfaction reviewed fairly and independently by a person of appropriate seniority and authority;
To identify the person managing your complaint in our original letter of response;
To respond fully to your concern or complaints within 4 weeks or less. If for any reason this isn't possible, we'll write to you to explain why we have been unable to conclude the matter quickly. We'll also let you know when we'll contact you again;
If we've been unable to resolve your complaint in 8 weeks, we'll write to you explaining the reason as to why this hasn't been possible. We'll also advise you of your right to refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

If you still feel that we've not been able to resolve the matter to your satisfaction, after this process you may have the right to refer your complaint to the Financial Ombudsman Service. Their address is:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

☏ 0300 123 9123

✉ complaint.info@financial-ombudsman.org.uk

If you take any of the action above, it doen't affect your statutory right to take legal action. Online Dispute Resolution Platform The European Commission has established an Online Dispute Resolution Platform (ODR Platform) http://ec.europa.eu/consumers/odr/index_en.htm that is specifically designed to help EU consumers who have bought goods or services from a trader based elsewhere in the EU and subsequently has a problem with that online purchase. The ODR platform will refer your complaint to the Financial Ombudsman Service which will pass it on to
Phoenix Insurance Consultants.