Popular Questions
What do I do if I have a complaint?
We are committed to providing you with the highest level of service but we understand that there maybe be times when you feel that we have not done so and wish to raise a complaint. We will always make every effort to resolve this for you quickly and at the earliest possible stage.
In the first instance please call us on 01279 719932 and speak to a member of our Customer Service Team. Our Service Team will listen to you and in the majority of situations be able to resolve your compliant by the close of the next working day. If however this is not possible, we will send you written acknowledgement within five working days. This letter will confirm who is looking after your complaint and enclose a copy of our Complaints Process. We will then write to you again confirming our resolution. If after four weeks your complaint is unresolved, we will write to you again to explain why and confirm when we expect to provide you with a decision.
In the unlikely event that your complaint has not been resolved to your satisfaction, you may contact our Customer Care Manager who will review your complaint and respond with our written final decision. Our Customer Care Manager acts with the full authority of our General Manager.
The contact details for our Customer Care Manager are:
Address:
Customer Care Manager
HIC,
2 The Causeway,
Bishops Stortford,
Hertfordshire,
CM23 2EJ
Email: customercare@hertsinsurance.com
Or use the contact us form
If we have not resolved your complaint within eight weeks, or if your complaint is still not resolved to your satisfaction, you have the right to refer your complaint to the Financial Ombudsman Service.
Contact Details:
Financial Ombudsman Service
South Quay Plaza 2
183 Marsh Wall
London
E14 9SR
Tel: 0845 080 18000
www.financial-ombudsman.org.uk
Submit a Question
If you cannot find the answer you are looking for please use the form below to submit a question to our customer services team.
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