Complaints Procedure

Complaints Procedure

Capital Assure is committed to excellence in customer service and to treating its customers fairly. It recognises that from time to time things can go wrong, which means you may need to make a complaint. All complaints are investigated fairly and thoroughly, so that we can resolve your issue, and, where we have made a mistake, for us to learn from your complaint.
How do I complain?
In the event that you ever have to complain to us, you should contact:
Capital Assure, Beaufort Road, Rochester, Kent ME2 3SW
or by phone 01322 772932 or by email complaints@capitalassure.co.uk
Do I have to make the complaint in writing?
No. We are happy to accept complaints by telephone on the above number. Please make it clear that you are registering a complaint and make a note of the name of the person you spoke to and the date on which you rang. If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of the final response.
In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/
What happens next?
a) We will acknowledge your complaint promptly and in any event within 5 working days of your complaint being received. If you do not hear from us in that time, please check first to see that we have actually received your complaint.
b) We will investigate your complaint fairly, impartially and thoroughly.
c) If we are not able to provide you with a full response to your complaint within four weeks, we will send you a letter explaining how we are progressing with our investigation.
d) After we have investigated your complaint, we will write to you explaining the outcome of the investigation.
How long will the investigation take?
We will investigate your complaint as quickly as possible. We will aim to complete our investigation within eight weeks of receiving the complaint and you will always receive our final response in this time-frame. If we cannot come to a conclusion in that time, we will tell you why and refer you to the Financial Ombudsman Service.
What happens at the end of the investigation?
We will send you a final letter, which will either uphold your complaint and let you know how we plan to resolve it, or reject it.
What if I am not satisfied with your decision?
If, for any reason, you are not happy with our decision, or if we have been unable to reach a conclusion to our investigations, then you will be entitled to refer your complaint to the Financial Ombudsman Service. Their contact details are as follows:
Telephone: 0300 123 9 123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service Exchange Tower London E14 9SR