COMPLAINTS PROCEDURES

The Complaints Procedures apply to all Sections of the Policy other than Section 1b – Domestic Homecare and Section 8 – Family Legal. Please refer to your policy wording documents.

SAGIC aims to provide excellent customer service and that includes handling complaints promptly and in a friendly, fair and efficient manner. We use friendly approach in all our communication with clients, and are committed to working within the spirit of The Financial Conduct Authority’s requirements for Treating Customers Fairly

However, we recognise that sometimes things go wrong and circumstances may arise where you feel you have cause for complaint. If you have purchased your policy from a broker, please initially submit your complaint to them. Alternatively if you have purchased this policy directly from SAGIC or if your broker is unable to resolve your complaint then please contact:

The Complaints Department

The Salvation Army General Insurance Corporation Limited

191 High Road, Benfleet, Essex SS7 5HY

Tel: 0300 030 1865

Email: complaints@sagic.co.uk

Should you remain dissatisfied, please write to SAGIC’s Chairman at the same address, further to this if the matter is not resolved to your satisfaction you may ask the FINANCIAL OMBUDSMAN SERVICE (FOS) to review your case.

Please note that the FINANCIAL OMBUDSMAN can investigate a complaint if:

(i) You have given us an opportunity to resolve your complaint.

(ii) You are not a business with a group turnover of at least €2,000,000 and have fewer than 10 employees.

(iii) The matter is not the subject of legal proceedings or arbitration.

(iv) The dispute is not between you and someone else’s insurer.

(v) The complaint does not concern our level of premiums or our decision as to which risks to cover.

WHAT WILL HAPPEN IF YOU COMPLAIN

This section is not applicable to Section 1b – Domestic Homecare or Section 8 – Family Legal Protection.

Where possible we will resolve your complaint within one business day.

Otherwise:

  • We will acknowledge your complaint as quickly as possible and aim for a turnaround time of two working days following receipt.
  • We aim to resolve complaints within 5 working days. If we cannot achieve that, we will keep you informed each week on the progress of your complaint.
  • We receive a small number of complaints that are usually resolved within a few days. However, occasionally more detailed inquiries may be required and if this happens we will do our best to complete those inquiries in the shortest possible time.
  • Once we have completed our investigation of your complaint we will respond with a decision in writing.

If your complaint has been reviewed by both our Managing Director and our Chairman and you are unhappy with the response you have been given or if we have not completed our investigation after 8 weeks, you can refer the complaint to the Financial Ombudsman Service, as mentioned above. We are bound by the decision of the Financial Ombudsman, but you are not.

THE FINANCIAL OMBUDSMAN SERVICE CAN BE CONTACTED AT:

Exchange Tower, LONDON E14 9SR

Telephone: 0300 123 9 123 Fax: 020 7964 1001

Email: complaint.info@financial-ombudsman.org.uk

THE FINANCIAL SERVICES COMPENSATION SCHEME (FSCS)

The Financial Services Compensation Scheme (FSCS) was set up to protect customers should an insurer go out of business and be unable to meet its liabilities or pay claims.

If one of the insurers on this Policy fails in this way, you may be entitled to compensation from FSCS.

The FSCS protection for insurance claims is 90% of the claim with no upper limit in respect of UK insurance policies issued by a UK authorised insurer. This Policy and the insurers involved in providing the cover meet these requirements.

For further information contact:

Financial Services Compensations Scheme

10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU

Telephone: 0800 678 1100 or 0207 741 4100, Fax: 020 7892 7301

Email: enquiries@fscs.co.uk Website: www.fscs.org.uk