MAKE A COMPLAINT

Cover My complaints procedure

STEP 1 – Register a complaint

You can contact us via letter, email, or telephone to register a complaint. Our contact details are as follows:

Email: complaints@covermy.co.uk
Telephone: 0208 6269 454
Address: Post Complaints Team, Reach Financial Services Limited trading as Cover My, Premier House, Harlaxton Road, Grantham, NG31 7JX

It would be helpful if you include your policy number in any correspondence.

When we receive your complaint, we will promptly acknowledge receipt of your complaint. If we need to clarify any details of your complaint, we will contact you.

STEP 2 – Summary resolution communication or final response letter

We may be able to resolve your complaint to your satisfaction when you first contact us about your complaint without the need to undertake an investigation. Following resolution of your complaint we will provide you with a summary communication letter via email. This letter will outline your complaint and what we did to resolve it to your satisfaction. The summary resolution communication will also provide information about the Financial Ombudsman Service if you later decide the complaint was not resolved to your satisfaction.

If we need to conduct a complaint investigation, we will send you a final response letter via email. We will send you a final response letter within 8 weeks from the date we received your complaint. The final response letter will also provide information about the Financial Ombudsman Service.

If we are not able to send you a final response letter within 8 weeks, we will send a letter via email explaining why we are not able to issue a final response letter and inform you when you can expect to receive one. The letter will also provide information about the Financial Ombudsman Service.

STEP 3 – Make a complaint to the Financial Ombudsman Office

If we do not complete our complaint investigation within 8 weeks of receiving your complaint or you are not happy with our final response letter you can refer your complaint to the Financial Ombudsman Service.

For more information about the Financial Ombudsman Service:

Web: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9 123
Email:complaint.info@financial-ombudsman.org.uk