Complaints procedure

Our promise of service

Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all of our customers' problems promptly. To ensure that we provide the kind of service you expect we welcome your feedback. We will record and analyse your comments to make sure we continually improve the service we offer.

What will happen if you complain?

We will acknowledge your complaint promptly. We aim to resolve, complaints following assessment and investigation, within 5 working days of receipt.

Most of our customers' concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update and give you an expected date of response.

What to do should you be dissatisfied

If you have a complaint about this insurance, please contact us 0845 300 5789*. If you have any questions or complaint about a claim you have you have made please contact us on 0845 603 7950*.

If you remain unhappy with the decision you receive us, you may write to the Chief Executive. If you are dissatisfied with our final decision (from the Chief Executive Officer), you can refer the matter to the Financial Ombudsman Service (FOS).

Full contact details of both our Chief Executive and the FOS will be provided when we write in response to your complaint.

Note that the FOS will only consider your complaint if you have given us the opportunity to resolve it and you are a private policyholder, a charity with an annual income of less than £1 million or a trustee of a trust with a net asset value of less than £1 million. If, however, we do not resolve your complaint within 40 working days, the FOS will accept a direct referral.

Whilst we are bound by the decision of the FOS, you are not. Following the complaints procedure does not affect your right to take legal action.

*Calls charged at local rate.

Financial services compensation scheme

Our obligations are covered by the Financial Services Compensation Scheme (FSCS). If we were unable to meet our obligations you could be entitled to compensation from this scheme, depending on the type of insurance and the circumstances at the time. For cover required by the Road Traffic Acts you would be covered in full for any claim, for any other type of claim you would be covered for all of the first £2000 and 90% of the remainder, in each case without any upper limit.

Further information about the scheme is available on the FSCS website www.fscs.org.uk or write to:
Financial Services Compensation Scheme
7th floor
Lloyds Chambers
Portsoken Street
London E1 8BN

Telephone taping

For our joint protection telephone calls may be recorded or monitored (or both).

Customer comments

If you have any comments or suggestions about our cover, services or any other feedback please write to:
Simple Cover c/o Norwich Union Insurance Limited
8 Surrey Street
Norwich
NR1 3NG

We always welcome feedback so we can improve our products and services.