MAKING A COMPLAINT
The complaints procedures apply to all Sections of Policies underwritten by SAGIC
SAGIC greatly values its customers and aims to provide excellent products and services.
We are committed to treating our customers fairly and use a friendly approach in all communications with clients. However, we recognise that sometimes circumstances may arise where you feel you have cause for complaint.
We always do our best to resolve complaints as quickly, thoroughly and fairly as possible. This document explains how we respond to your complaint and what you can expect if you complain.
How to make a complaint
If you have purchased your policy from a broker, please initially submit your complaint to them unless it relates a claim.
Alternatively, if it does relate to a claim or you have purchased this policy directly from SAGIC, then please contact us and tell us:
- Your name, address and contact details
- Your policy details (if applicable)
- Details of what has gone wrong and when it happened
You can contact us by:
If you would like to get in touch by telephone, please call 0300 030 1865
If you would like to get in touch by email you can send details of your complaint to firstname.lastname@example.org
If you would like to make a complaint in writing, please send a letter to us at:
The Complaints Department,
The Salvation Army General Insurance Corporation Limited,
27 Duke Street,
Our Complaints Handling Process
We aim to resolve complaints as quickly as possible and within 3 working days of receiving your complaint. If your complaint is resolved within 3 days, we will send you a Summary Resolution Communication that includes contact details for the Financial Ombudsman Service (FOS). If you are dissatisfied with our response, you can refer your complaint to the FOS within six months from the date of the Summary Resolution Communication.
However, some complaints are more complex and may require more time to investigate and resolve. If this is the case, we will write to you within 5 working days of receiving your complaint, summarising the complaint to ensure we have understood it correctly. We will also provide you with a paper copy of this document, ‘Making A Complaint’.
We will keep you updated throughout our investigation into your complaint and will write to you after 4 weeks if we are still investigating your complaint.
When we have completed our investigation, we will write to you within eight weeks and provide you with a Final Response, or a response that explains any further delay in investigating the complaint, and why we are unable to provide a final response at this stage.
If you are not satisfied with our response, you can refer your complaint to the Financial Ombudsman Service. You have six months to do this from the date of our Final Response or our response that explains further delay with the investigation. We will provide you with a FOS leaflet or link to the online version of the leaflet at this stage of the process.
The Financial Ombudsman Service (FOS)
The Financial Ombudsman Service is a free, independent service for resolving disputes between customers and financial services institutions.
Telephone: 0800 023 4567 or 0300 123 9123
The Financial Ombudsman Service,