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 their 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 should forward your written complaint to:
Be Wiser Insurance
We will try to resolve your complaint by the end of the third business day from the receipt of the any communication of dissatisfaction with our service. To all consumers whose complaints are handled by the end of three business-day period we will provide a written summary of the complaint explaining that you have the right to refer to the ombudsman service if you are unsatisfied.
If we are unable to resolve the complaint within the three business day period, we will write to you explaining why we need more time. Within 28 days of receiving your complaint we will provide a full response or an explanation as to why we are not in a position to resolve this matter together with the date that we will contact you again.
Within four weeks of receiving your complaint we will write to you to either:
1. Tell you what we have done to resolve the problem
2. Issue a holding response which explains why we are not yet in a position to resolve the complaint and indicates when you can expect a full response
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 appoint a senior member of staff to independently review the case for you. They will investigate any outstanding issues and will provide a response for you.
We aim to respond to you within 30 working days. If we cannot reply within this time, we will let you know, giving reasons for the further delay and indications when to expect our response.
If we cannot ease your concerns and resolve the situation at this point, you may then refer the matter for a response to our Customer Care Manager:
Be Wiser Insurance
We aim to resolve your complaint within eight weeks of receipt. If for any reason this is not possible we will give you the reasons for the delay and indicate when we will be in a position to provide a response. Should you be unhappy with our response you can contact the Financial Ombudsman Service to review your complaint, however the Ombudsman usually suggests that you complete the ‘Firms’ complaints procedure prior to their involvement.
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,
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:
Walter Burke Way,
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 01 December 2014 – 31May 2015 and relate to complaints received by Be Wiser Insurance Services Ltd in respect of:
Be Wiser Insurance Services
Younger But Wiser
Be Wiser Business
|Number of Complaints Received||Complaints percentage of total policy count - 205,615|
|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||678||643||100%||55%|
|Decumulation Life and Pensions||N/A||N/A||N/A||N/A|
|Credit - Related||N/A||N/A||N/A||N/A|
Financial Ombudsman Service Complaints
|Number of New Cases referred to FOS||% Closed Cases Upheld by FOS for Period|
Relating to the reporting period 01 Jan - 30 June 2015.FOS Report average % Upheld for General Insurance 36%