Complaints

Our promise of service

We aim to provide a first class service to all our customers, but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly. To ensure that we provide the kind of service you expect, we welcome your feedback. We will record and analyse your comments to make sure we continually improve the service we offer. If you have any reason to complain about your insurance policy, or us, please use the complaints procedure below.

How to complain

If there is any occasion when our service does not meet your expectations, please state the nature of your complaint, along with the policy reference and, if applicable, claim(s) reference(s) to:

Address:

Complaints Manager
Schools Advisory Service

Trigg House

11 Maisies Way

South Normanton

Derbyshire

DE55 2DS

Telephone: 01773 814400

Website: www.schooladvice.co.uk

E-mail: complaints@sovrisk.co.uk

Once we receive your complaint we will acknowledge receipt within 2 working days. We aim to resolve all complaints at the earliest opportunity; however, we must make you aware that we have a maximum of 8 weeks from the date a complaint is received by us to issue you, as the complainant, a final response.

This final response will:

• Contain an offer of redress if the complaint is accepted and you have been financially affected
• Provide information explaining how you may pursue the complaint if you remain dissatisfied giving reference to the availability of the Financial Ombudsman Service and a copy of the FOS leaflet
• Provide confirmation that we will regard the complaint as closed if you do not reply within 8 weeks from receipt of the final response letter
• Give details, including reasons why, on any rejected complaints

If after 8 weeks we require more time to investigate a complaint, we will contact you within the eight week period to inform you of this and ask for your agreement to extend to this period.

A final response will then be sent to you by the conclusion of the agreed time extension.

In the event that you are unhappy with our final response, you may have the right to refer the matter to the Financial Ombudsman Service within six months of your initial complaint.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Financial Ombudsman Service

If you are not happy with the final decision on your complaint, you may, if eligible, be able to refer your complaint to the Financial Ombudsman Service, which is an independent organisation whose contact details are as follows:

Address:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0800 023 4567 if calling from a landline 0300 123 9123 if calling from a mobile

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

The Financial Ombudsman Service website is at: www.financial-ombudsman.org.uk

Your right to take legal action against us is not affected by referral to us or to the Financial Ombudsman Service. However, the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.