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Complaints procedure

Tinhat Insurance Services Limited is incorporated in the UK and authorised and regulated by the Financial Conduct Authority.

Although we endeavour to meet our customers' expectations at all times, we understand that from time to time complaints may arise. Our complaints handling procedures are designed to comply with the rules prescribed by the Financial Conduct Authority and our aim is to resolve any complaints that we receive both fairly and promptly.

If you have a complaint about a claim or customer service

It's our intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should in the first instance contact Supercover’s Customer Services Director. The contact details are:

 

The Customer Services Director

Waterside House

20 Riverside Way

Uxbridge

UB8 2YF

Tel: 0203 794 9335

Email: complaints@supercoverinsurance.com

 

Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response.

Supercover Insurance Limited will aim to resolve your complaint within 3 working days, but if for any reason this isn't possible they will acknowledge your complaint within 5 days of receipt and will do their best to resolve the problem within four weeks by sending you a final response letter.

If they are unable to resolve your complaint in this time they will write to advise you of progress and will endeavour to resolve your complaint within the following four weeks.

If you are still dissatisfied after receiving their final response letter you may refer your complaint to the Financial Ombudsman Service at the following address:

 

Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

London

E14 9SR

www.financial-ombudsman.org.uk

 

You have the right of referral within six months of the date of your final response letter. Whilst we and our UK service providers are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure above does not affect your right to take legal action. 

If you have a complaint about the sale of your policy

Please contact Tinhat Insurance Services Limited who arranged this insurance on your behalf. You can get in touch on sales@tinhat.co.uk or 01865 364 390.