Complaints handling procedure
These service standards do not apply where we have been able to resolve your complaint by close of business on the business day following its receipt.
What is a complaint?
A compliant is defined by the FCA as:
“any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:
alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.”
Our commitment to you
We undertake to treat all complainants equally and fairly regardless of whether or not they are entitled to refer to the FOS.
If we are able to complete our investigation of your complaint and provide a final response within five business days of receipt of your complaint we will include our findings in our acknowledgment letter.
What if I’m unhappy and want to complain?
First, get in touch, as soon as possible, we want to hear from you and you can contact us by any method below
Tel: 01206 688097
Post: Next Generation Ins Group Ltd, Suite 7, Blackwell House, Coggeshall Road,
Earls Colne, CO6 2JX
You can also contact the claims administrators, Direct Group Ltd, if you have any issues with a claim that is in progress or if you are not satisfied with the settlement you received.
Mobile Phone Essential Cover Policy
Tel: 0203 794 9297
Mobile Phone Premium Cover Policy
Mobile Phone Ultimate Cover Policy
Tel: 0330 102 8698
The offices are open for claim calls between 9am and 6pm Monday to Friday
Post: Customer Relations, Direct Group, Quay Point, Lakeside Boulevard, Doncaster, DN4 5PL
What steps will you take to address my complaint and how do you intend on putting it right?
Depending on how you’ve notified us of your complaint we will contact you to acknowledge receipt of your complaint within five days (we’ll try our best to achieve immediate acknowledgement) and will look into your complaint thereafter, keep you updated and share with you our findings and outcome.
How long does the complaint process take?
We will start investigating your complaint the moment we receive it and will aim to resolve it as soon as possible thereafter, however, if we’re going to need a little longer we’ll ensure you’re kept up to speed. We will respond to your complaint with our findings and outcome within eight weeks, at the very latest. If, when you’ve received our response and you’re not happy with the outcome you can refer it to the Financial Ombudsman Service (FOS). We’ll remind you of this at the time of writing.
If I follow your complaints procedure, does this mean that I can't refer to the FOS?
Absolutely not. If you make a complaint it doesn't affect your right to refer your complaint to the FOS providing we’ve first had a chance to investigate it.
What if I don’t agree with your decision or resolution?
If you don’t agree please get in touch, we will ensure that your case handler explains the reasons as to how we reached our decision and if you’re still unhappy you can request that the FOS review your complaint.
How do I get in contact with the FOS?
Either write, call or e-mail the FOS at:
Post: The Financial Ombudsman Service Exchange Tower, London, E14 9SR
Phone: 08000 234 567 or 0300 123 9123