How to make a complaint
We strive to achieve a high level of customer care, however if for whatever reason you should feel dissatisfied with our service we will look to resolve this as quickly and fairly as possible. We have a formal procedure in place for handling complaints, should there ever be an occasion where you need to complain, upon notification of your complaint we will investigate your case and resolve the problem as quickly and fairly as possible.
We take great care to ensure that complaints by policyholders against us are dealt with in line with the Financial Conduct Authority’s and Lloyd's complaint procedures and that all members comply with the requirements of those procedures.
You should tell a member of staff or manager as soon as you can and they will see if they can resolve the problem directly with you. Alternatively you can contact us at:
Telephone: 0333 999 0838
In writing to:
Customer Care Manager
Be Wiser Insurance
We will make every effort to resolve your complaint as quickly as possible, but in any event within eight weeks. If, you are not happy with the outcome at this point, please tell us the reasons why. We will listen to your concerns and we will consider any information that you believe will help conclude the matter.
If we are unable to resolve the complaint within the eight weeks, we will write to you explaining why we need more time.
We would also remind you that you have the right to refer your complaint to the Financial Ombudsman Service if you are unhappy or dissatisfied with our resolution.
Should you wish to contact the Financial Ombudsman Service you can do so by visiting www.financial-ombudsman.org.uk
or contacting them at Financial Ombudsman Service, Exchange Tower,London E14 9SR Telephone Number: 0800 023 4567.
Where your policy is underwritten by Lloyds you may be entitled to pursue your complaint further with the Complaints Department at Lloyd’s Market Services. They can be contacted at Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent. ME4 4RN. Email: firstname.lastname@example.org. If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service.
European Online Dispute Resolution
Alternatively, if you have purchased your policy online, you can submit a complaint through the European Online Dispute Resolution (ODR) platform: http://ec.europa.eu/odr
Be Wiser Insurance Complaints Data.
At Be Wiser we encourage feedback from our customers because your thoughts are important to us and help us shape the future of our business.
Summary of Complaints received.
The below table shows details about the complaints we have received in the 6 month period between 1 June 2016 and 30 November 2016 and relate to complaints received by Be Wiser Insurance Services Ltd in respect of:
Be Wiser Insurance Services
Younger But Wiser
Older and Wiser
Be Wiser Business
|Number of Complaints Received||Complaints percentage of total policy count - 207,607|
|Number of Complaints Opened||Number of Complaints Closed||Complaints Closed within 8 Weeks (%)||Closed Complaints upheld by Firm (%)|
|Banking and Credit Card||N/A||N/A||N/A||N/A|
|General Insurance and Pure Protection||664||655||100%||59%|
|Decumulation Life and Pensions||N/A||N/A||N/A||N/A|
|Credit - Related||N/A||N/A||N/A||N/A|
Complaints relate to reporting period 1 June 16 – 30 Nov 2016