Avensure Complaints Process
Avensure Complaints Process
Avensure Complaints Procedure & Processes
Your feedback matters to us and we have created the Avensure Complaints Procedure to put your mind at rest. If we haven’t met the high standards you expect from Avensure or we’ve got it wrong we want to know. We will investigate and try to fix the issue asap.
Indemnity/Insurance Policy Avensure Complaints Procedure
If your complaint is related to your Employer Protect Legal Expenses Insurance Policy or the Business Premier Legal Expenses Insurance Policy and this is the case, it will be passed to the Finance Manager who will try to resolve your issue by the end of the third working day following receipt and a brief summary will be sent to you. If not possible an acknowledgement will be sent.
We will contact you within 4 weeks if we haven’t resolved your issue. Final response within 8 weeks.
Financial Ombudsman Service
If you’re not happy with our response to your complaint about your Employer’s Protect Legal Expenses Policy or the Business Premier Legal Expenses Insurance Policy or the Business Premium Legal Expenses Insurance Policy you can refer your complaint to the Financial Ombudsman Service. The process must be completed within 6 months of receiving the written response. Contact details are:
By post: Financial Ombudsman Service, Exchange Tower, London E14 9SR T: 0800 023 4567 W: www.financial-ombudsman.org.uk
What happens next in the Avensure Complaints Process?
We will record the nature and details of your complaint and try to resolve it straight away. If not we may need to ask you for more information and schedule an investigation.
You will be contacted by the person handling your complaint. They will give you their contact details if you have any further questions or concerns about the complaint. We will respond within 4 weeks if an investigation is required.
If the timescales aren’t being met, you will be informed of the reasons and notify you of the new timescale.
