Complaints Proceedure

How to make a complaint

We do everything we can to provide you with a first-class service however sometimes things can go wrong. If you are unhappy with any element of our service concerning the sale and administration of your policy and you wish to register a complaint, please contact us via the below details:

In writing: Insure4Retirement, 3rd Floor, 100 Holdenhurst Road, Bournemouth, Dorset, BH8 8AQ

By phone: 0800 561 0144

By email: customerservices@insure4retirement.co.uk

The Financial Ombudsman

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.
If you are unhappy with the handling of your claim, please refer to “policy underwriters” on your Schedule of insurance for the details of the relevant insurer to contact.

Financial Ombudsman Service
Insurance Division
South Quay Plaza
183 Marsh Wall
London E14 9SR

Tel: 0800 023 4567
Fax: 020 7964 1004

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

The Financial Ombudsman Service is a free and impartial service and will not affect your legal rights.

Please note you have 6 months from the date of our or the insurer’s final response in which to refer your complaint to the Financial Ombudsman Service.

Please quote the policy number shown in all communications.

Lloyds of London Insurers

If your insurer is a member of Lloyd’s (refer to your policy Schedule), and you are unhappy with their final response to your complaint you can contact:

Complaints,
Lloyd’s Market Services,
One Lime Street,
London
EC3 M7HA

Telephone number: 020 7327 5693
Fax number: 020 7327 5225

E-mail: Complaints@Lloyds.com

Online Dispute Resolution Platform

The European Commission has established an Online Dispute Resolution Platform (ODR Platform) http://ec.europa.eu/consumers/odr/index_en.htm that is specifically designed to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU and subsequently has a problem with that online purchase.

For you information

Our permitted business is assisting in the administration and performance of non-investment contracts of insurance.

You can check this on the FCA’s Register by visiting the FCA’s website www.fca.org.uk or by contacting the FCA on 0800 111 6768.

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