Dealing with customer complaints quickly and effectively demonstrates a commitment to great customer service.

Our complaints handling team helps partners identify areas of common complaint and ensure there are robust procedures in place to minimise future problems.

We know the best way to avoid complaints is to offer good customer service and value for money products. When complaints do arise, our team will work with you to resolve these quickly, so the issue doesn’t escalate. Our trained complaints handlers always treat policyholders with respect and courtesy.

We can work with partners on their complaints handling, or offer a fully outsourced service.

Our approach has been proven to deliver positive results

  • Customer complaints ratio of less than 1% – significantly less than the industry average

Our Quality and Improvement team will attempt to resolve a complaint immediately. If this isn’t possible, they will acknowledge the complaint within 5 business days of receipt. In the unlikely event that the complaint hasn’t been resolved within four weeks of its receipt, they’ll write and let the customer know the reasons why and the next steps.

 

Within eight weeks of receiving the complaint, they will either issue a final response letter detailing the outcome of their investigation and decision, or a letter confirming when they anticipate to have concluded their investigation.

If the customer is unhappy with the decision, or if the team do not complete their investigation within eight weeks, the customer may refer their complaint to the Financial Ombudsman Service (FOS) which, once contacted, will liaise with the team. The FOS will inform the customer directly of its decision. The service provided by the FOS is free and impartial and contacting them does not affect a customer’s legal rights.

Their address Exchange Tower, London E14 9SR

Their telephone advice line is 0800 023 4 567 (free if calling from a landline) or 0300 123 9 123 if calling from a mobile. You can send an email to complaint.info@financial-ombudsman.org.uk or visit www.fos.org.uk

If you have purchased your policy on line and are unhappy with the product or the service you received, you can also use the European Commission’s Online Dispute Resolution service to make a complaint at http://ec.europa.eu/consumers/odr/ . The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service. Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after the insurers have had the opportunity to consider and resolve this.

Partnerships

If you are interested in finding out more about our Complaints Handling Services please get in touch

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Policyholders

documentIf you want to find out more about our different travel products, buy an insurance policy or make a claim please get in touch.

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Why tifgroup?

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