Complaints handling procedure
It is our intention always to provide high standards of Customer Service and to use reputable and secure Insurance Companies to underwrite the Pantaenius Scheme products. However, even with the best of intentions it is possible sometimes to fail to meet expectations, and if that happens, we would certainly wish to put things right as soon as possible.
For the purpose of this procedure we use the following definition of a complaint, which is “any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a complainant about the firms provision of, or failure to provide, a financial service.”
How can you make a complaint?
You can make a complaint by contacting us by any of the following means:
In writing to:
The Compliance Officer,
Pantaenius UK Ltd.,
1 Queen Anne Place,
By telephone on: +44(0)1752 22 36 56
By email to: email@example.com
If, in placing your policy, we have acted as a Lloyd’s Coverholder, you may also be entitled to refer your complaint to Lloyd’s.
Details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints and you can contact the Lloyd’s Complaints team by the following means:
In writing to:
Complaints at Lloyd’s,
Walter Burke Way,
By telephone on: +44 (0) 20 7327 5693
By fax on: +44 (0) 20 7327 5225
By email to: firstname.lastname@example.org
Overall responsibility for this policy is assigned to the Operations Director, Pantaenius UK Ltd., whom will be made aware of all complaints received and ensure that the correct procedures are enforced.
Acknowledging your complaint
If your complaint is relatively straightforward it may be possible to resolve it very quickly. If we are able to resolve your complaint before the end of the third working day after it is received by us, we will send you a ‘Summary Resolution Communication’ promptly, with confirmation of the action we took to resolve your complaint.
In all other cases we will send you a written acknowledgement of your complaint promptly, normally within five working days of receiving it. If you have made your complaint to us verbally, we will confirm to you our understanding of this and ask you to advise us if you do not agree.
Investigating your complaint
Your complaint will be acknowledged and you will be advised of the name of the person investigating your complaint on your behalf. Complaints are taken seriously and handled speedily and fairly by someone who has not been involved in the process which has given rise to the complaint and we will not charge you for this work.
In order to reach a fair conclusion, we will review the information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates.
We will endeavour to complete our investigation and reach a conclusion as soon as possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required. During our investigation we may ask you for additional information to help us to reach a conclusion.
We aim to give a full response to a complaint within two weeks, and in most cases this is possible. In some cases this is not possible either because the issue is complex or because we need to collect information or seek opinion or advice from the underwriters or another party, for example a surveyor. If there is a delay, we will advise you of the reason, and the time we anticipate it will take to give our full response, but this will not be longer than eight weeks from the date of your complaint.
If you are not happy with our response to your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service for investigation. You must refer your complaint within 6 months of receiving our response if you wish to take advantage of the Financial Ombudsman Service. Their contact details are below.
The Financial Ombudsman Service
There is no charge for any of the above procedures, and your rights in law are not affected in any way by using them. Please note that the Ombudsman will not investigate your complaint until you have received a response from Pantaenius.
We take all complaints seriously and regularly analyse any complaints received to identify root causes and any trends. We also review decisions made by the FOS against any decisions that we have made on similar cases. We use the resulting information to improve our services and the way that we handle future complaints through amended processes and staff training.