At Be Wiser we strive to achieve a high level of customer care, as demonstrated by our Feefo Platinum Service Award. However, if for whatever reason you should feel dissatisfied with our service, we will look to resolve this as quickly and fairly as possible.
If you do ever feel that you wish to make a complaint, we have formal procedures in place for complaints handling. Upon notification of your complaint we will investigate your case and resolve the problem as quickly and fairly as possible.
Our team takes great care to ensure that complaints by policyholders against us are dealt with in line with Financial Conduct Authority complaint procedures and that all parties comply with the requirements of those procedures.
Read on to find out:
How To Make A Complaint
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 by the following means.
We will make every effort to resolve your complaint as quickly as possible. If in any event within eight weeks you are not happy with the outcome at this point, please tell us the reasons why - we will listen to your concerns and 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.
Financial Ombudsman Service
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 using the following methods:
- Online: www.financial-ombudsman.org.uk
- By Phone: 0800 023 4567
- By Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Policies Underwritten By Lloyds
Where your policy is underwritten by Lloyds you may be entitled to pursue your complaint further with the Complaints Department at Lloyds Market Services, who can be contacted using the following methods:
- By Email: firstname.lastname@example.org
- By Post: Lloyds Market Services, Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent. ME4 4RN
If you remain dissatisfied after Lloyds has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service.