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Complaints

Complaints Procedure

At 1 Answer Insurance we aim to provide the very best levels of service at all times, in the event something should go wrong our dedicated customer service team is on hand to assist you. We are committed to resolving all complaints as quickly as possible, we have outlined our complaints procedure for you below.
1 Answer Insurance Services acts on behalf of insurance companies or Lloyd’s syndicates: the procedure that will apply depends on whose behalf we act. To identify which procedure applies to you, please refer to your policy wording.

If you have any doubt on which procedure applies to you, please contact 1 Answer customer services who will be happy to help.

Complaints procedure applicable where the insurer is an insurance company

In the event you have cause to complain please contact customer services by contacting us in one of the following ways;

By phone: 01323 481444
By email: customerrelations@1answer.co.uk
Or write to us:
1 Answer Insurance – FAO complaints
Chaucer Business Park
Dittons Road
Polegate
East Sussex
BN26 6JF

We endeavor to resolve all complaints as quickly as possible, however, if we can’t resolve your complaint within three working days of receiving it then we will issue you with a letter confirming acknowledgment of your complaint. Following the acknowledgment letter we will thoroughly investigate the matter and issue a final response within eight weeks of the date of your complaint, we will of course keep you updated during this period. In the event we are not able to resolve the complaint either within eight weeks or to your satisfaction you can refer your case to the Financial Ombudsman Service, further information about this service is detailed below.

Complaints procedure applicable where the insurer is a Lloyd’s syndicate

If your complaint is regarding the way 1 Answer Insurance have administered or handled your policy the above procedure will apply.

In the event your complaint relates directly to the insurer, regarding such items as the product or claims we will report your complaint directly to the insurer within two working days to enable your

 

insurer to meet the Lloyds seven day reporting requirements. The insurer will then correspond with you directly.

As your policy is underwritten by a member of the Lloyds syndicate you may also ask Lloyds to investigate your complaint.

If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:

In writing:
Complaints Team
Lloyd’s
One Lime Street
London EC3M 7HA

By email: complaints@lloyds.com
By phone: +44 (0)20 7327 5693
By fax: +44 (0)20 7327 5225
Website: www.Lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.

If you are not happy with the way we have handled your complaint, you can refer your case to the Financial Ombudsman Service.

Financial Ombudsman Service
You can find information about the Financial Ombudsman Service at www.financial-ombudsman.org.uk.
You can contact them in one of the following ways:

In writing:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR

By e-mail: complaint.info@financial-ombudsman.org.uk
By phone: 0800 023 4567 or 0300 123 9123