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Complaints procedure

The complaints procedure below only applies to policies purchased on or after 17th November 2017. If you purchased your policy before 17th November 2017 then please refer to your policy wording for the relevant complaints prcoedure.

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

It's our intention to give you the best possible service but if you do have a complaint about the handling of a claim you should in the first instance contact Direct Group. The contact details are:

Claims Administrators
Customer Relations,
Direct Group,
Quay Point,
Lakeside Boulevard,
Doncaster,
DN4 5PL
 
Tel: 0345 074 4810
 

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

Direct Group will make every effort to resolve your complaint immediately. If they cannot resolve your complaint by the end of the next working day 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
 

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 directly. You can get in touch on sales@tinhat.co.uk or 01865 818924.

Online Dispute Resolution

If you are dissatisfied with the way your complaint has been handled, you can use the Online Dispute Resolution Platform (ODR) to submit your complaint for an independent assessment – Click Here.