How to make a complaint
The most important factors in getting your complaint dealt with as quickly and efficiently as possible are to be sure you are talking to the right person, and that you are giving them the right information.
You can register a complaint by calling our team on: 01227 284 955
Or by email: complaints@insurancefactory.co.uk
Alternatively, you can write to the Complaints Manager at the following address:
Geoffrey Pet Insurance
2nd Floor
5000 Lakeside
North Harbour
Western Rd
Portsmouth
PO6 3EN
We will acknowledge your complaint promptly, normally within five days unless exceptional circumstances apply. The Complaints department will investigate your complaint impartially taking into account all relevant factors and will provide you with a written response to your complaint within eight weeks.It is expected that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied, or if you have not heard from us within 8 weeks, you can take the issue further.
The Financial Ombudsman Service
If we have given you our final response, or if you have not heard from us within 8 weeks, or if you are still not satisfied you may refer your case to the Financial Ombudsman Service (FOS). The Ombudsman is an independent body that arbitrates on complaints about general insurance products and other financial services. It will only consider complaints after you have been provided with written confirmation that all internal complaints procedures have been exhausted.
Insurance Division
Financial Ombudsman
Service Exchange Tower
Harbour exchange square
London
E14 9SR
Tel: 0300 123 9123
Tel: 0800 032 8000
Fax: 020 7964 1001
Please note that you have six months from the date of the final response in which to refer your complaint to the Ombudsman. Referral to the Ombudsman will not affect your right to take legal action.