Complaints Handling

Everyone at Business Choice Direct Insurance Services is committed to providing you with excellent customer service, but we accept that occasionally things go wrong. We take all complaints seriously and have a commitment across our business to treat all customers fairly. Where we have made a mistake we want to put things right quickly so we welcome your feedback.

You can make a complaint verbally, in writing, or email at any time during the insurance process.

Download our Complaints Handling Procedure

How to complain?

We do not want to put any barriers in your way and therefore you can complain via our online form, letter or telephone. As you would expect the telephone or online form is the quickest way and the faster we hear from you the faster we will be able to understand your concerns and give you a fair response.

Online Form

Fill in the online form and submit it direct to us. Please ensure you provide a telephone number so we can contact you as soon as possible.

Telephone

Call and speak to one of our experienced complaints handlers in the customer services team on 0344 776 5305.

Please have to hand your client reference number, we will also require your name, address and best contact number.

The Customer Service team’s opening hours are:
Monday – Friday – 9am – 5:30pm
Saturday – 9am – 1pm

 

By Letter

If you prefer to put your concerns in a letter please write to:

Complaints Department
Business Choice Direct Insurance Services
1st Floor Stoneham Gate
Stoneham Lane
Eastleigh
Hampshire
SO50 9NW

 

To allow us to deal with your complaint as quickly as possible please include the following information in your letter.

  • A brief overview of your issue.
  • What you would like us to do to resolve it.
  • Your name and address.
  • A daytime telephone number and the best time to call you.
  • Your customer reference number – you’ll find this on our letter that accompanied your insurance policy documents.

We need this information to help us understand what went wrong to enable us to thoroughly investigate your concerns.

Our promise to you

We will:

  • Acknowledge all complaints promptly.
  • Investigate quickly and thoroughly.
  • Keep you informed of progress.
  • Do everything possible to resolve your complaint.
  • Use the information from your complaint to pro-actively improve our service in the future.

Download Our Complaints Handling Procedure

At Business Choice Direct Insurance Services we try our best to resolve every complaint to the highest standard. However, should you still have concerns you may be entitled to refer it to the Financial Ombudsman Service. Please address your complaint in writing to:

The Financial Ombudsman Service*
Exchange Tower
Harbour Exchange Square
London E14 9SR
Tel: 0800 023 4567 (from a landline) or 0300 123 9123 (from a mobile)

Email: [email protected]

Website: www.financial-ombudsman.org.uk

*We are also required to inform you that you can use the European Commission’s Online Dispute Resolution platform to provide details of your complaint, if you purchased your policy online. The complaint will then be forwarded to the Financial Ombudsman Service however this may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly.

Please note, the websites in the above links for the Financial Ombudsman Service and the European Commissions Online Dispute Resolution platform, are not under the control or responsibility of Business Choice Direct Insurance Services Limited.