Email
complaints@premier-insurance.net
Include your name, your policy number if you have one and a quick summary of what’s happened.
Call 0208 908 2426
Our freephone number is available 24/7.
Address to: Complaints Manager
49 Grosvenor Street
Mayfair, W1K3HP
London
Once you've contacted us we will attempt to resolve your complaint within three business days. If this is not possible, we promise to acknowledge your complaint within five business days of receipt, and we’ll keep you updated on the next steps and future timescales as the complaint progresses.
Within eight weeks of receiving the complaint we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or provide a letter confirming when we anticipate to have concluded our investigation.
If you are unhappy with our decision, or if we do not complete our investigation within eight weeks, you may refer your complaint to the Financial Ombudsman Service (FOS) which, once contacted, will liaise with us on your behalf. This must be done within six months of our final response letter.
Our complaint handling procedure outlines how we handle and resolve our complaints, to ensure all complaints are settled fairly, consistently and promptly.
The policy has been designed to align to the regulatory requirements regarding dispute resolution.
The FCA supervises UK financial services firms to protect consumers. We are directly authorised and regulated by the FCA and our Firm Reference Number is 305009. These details can be confirmed on the Financial Services Register at www.fca.org.uk or by calling the FCA on 0845 606 1234.
Our insurance products are underwritten by Standard & Poor’s A-rated financial strength or higher. This means the underwriter has been independently assessed by the world’s leading credit rating provider and found to have a strong capacity to meet financial commitments (pay claims).
If you are a business with an annual turnover under £1m, charity with an annual income under £1m, or trust with net assets under £1m, then you will be entitled to compensation from the FSCS in the unlikely event we cannot meet our obligations. Full details and further information on the scheme are available at www.fscs.org.uk.
Premier Insurance Services Ltd is an Independent Intermediary, is Authorised & Regulated by the FCA and is entered on the FCA register (www.fca.org.uk) under reference 305009. Registered office: 49 Grosvenor Street, Mayfair, London, England, W1K 3HP. Registered in England No. 01724188
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