Complaints
How to make a complaint
If you have an enquiry or complaint arising from your policy, please contact the broker, intermediary or agent who arranged the policy for you. If the broker is unable to resolve your complaint or it is regarding the terms and conditions of the policy they will refer it to NIG. If your complaint is still outstanding, you can contact us about your problem by emailing [email protected].
At NIG we do everything we can to make sure our customers receive the best possible service. If our service fails to live up to the high standards you’d expect, we will do our utmost to resolve your query as quickly and fairly as possible. If you’re not happy with our service, we’d like to hear about it in order to take action to put things right.
Our staff are empowered to support you and will aim to resolve most issues within three working days, following receipt of your complaint.
If your complaint can’t be resolved within three working days, we’ll contact you to let you know who will be dealing with it and what the next steps are.
We will keep in regular contact with you. You’ll also receive the following written communication from us depending on how long it takes us to resolve your complaint.
| Communication type | When will you get this? | What will it tell you? |
|---|---|---|
| Summary resolution communication | If we’ve been able to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint. | It will let you know your complaint has been resolved and tell you about the Financial Ombudsman Service. |
| Acknowledgement | If we’ve been unable to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint. | It will let you know our complaint handling process and information about the Financial Ombudsman Service. |
| Unable to reach resolution within 8 weeks | If we’ve not been able to resolve your complaint within 8 weeks. | It will let you know why we are not in a position to give you our final response and when we expect to be able to provide this. We’ll also let you know about your right to contact the Financial Ombudsman Service. |
| Final response | If we’ve been unable to resolve your complaint within 3 working days, we’ll send you our final response when we’ve completed our investigations. We’ll do our best to send this at the earliest opportunity. | This is a detailed response, which will outline: – our investigation – the decision – next steps, if applicable It will also provide information about the Financial Ombudsman Service. |
Independent review
If we don’t complete our investigations within 8 weeks of receiving your complaint or you’re unhappy with our response, you may ask the Financial Ombudsman Service to look at your complaint. This is a free and independent service. If you decide to contact them, you should do so within 6 months of our response letter. Referring your case to the Financial Ombudsman Service will not affect your legal rights.
You can contact them by:
Email: [email protected]
Phone:
UK: 0300 123 9123 or 0800 023 4567
Overseas: +44 20 7964 0500
Writing to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Their website also has a great deal of helpful information: www.financial-ombudsman.org.uk.