Customer Complaints Procedure
We are committed to providing our clients with the best service possible. However, there may be occasions when things go wrong and our service falls short of your expectations. In such cases, please let us know straight away so we can try to put things right. We will make every effort to deal with the situation promptly and to your satisfaction.
What is a complaint?
As a firm regulated by the Financial Conduct Authority, we use the FCA definition of a complaint which refers to “the provision of, or failure to provide, a financial service” which alleges “financial loss, material distress or material inconvenience”. However, we welcome feedback from you if you are dissatisfied with any aspect of our service or our actions – this could include the quality of our service, standards, actions, the way you have been treated or our policies or decisions.
Who can complain?
Anyone who has received a service from us or is affected by our decisions or actions.
How do you make a complaint?
- You can write to: The Complaints Manager, Cape Insurance, 1st Floor, Forward House, 17 High St, Henley in Arden, B95 5AA
- You can email: dave.morrey@capeinsurance.co.uk
- Your complaint does not need to be in writing. You can call us on: 0121 3090001
Our complaints process
In the event of a complaint, we will:
- Acknowledge the complaint within 5 working days of receipt unless the matter has already been resolved to your satisfaction within that timeframe.
- Advise you if we have not been able to respond to your complaint within 4 weeks of receipt and explain the reasons why.
- Provide a Final Response Letter within 8 weeks of receipt of your complaint or advise you of the reason why we are unable to issue a Final Response Letter.
We will of course endeavour to respond to your complaint well within the above timescales wherever possible and our acknowledgement letter will explain to you how you can get in touch with us about your complaint at any time.
If you are dissatisfied with our response, or where you have not received a Final Response Letter within 8 weeks, you will be entitled to refer it to the Financial Ombudsman Service (FOS). You must make the referral to FOS within 6 months of our Final Response Letter or, where you have not received a Final Response Letter, within 6 months of the Final Response Letter becoming due.
How to refer to the Financial Ombudsman Service
You can contact FOS:
Via their Helpline – 0800 023 4567