{"id":1782,"date":"2021-05-21T10:14:06","date_gmt":"2021-05-21T10:14:06","guid":{"rendered":"https:\/\/www.advanceinsurance.co.uk\/?page_id=1782"},"modified":"2023-11-02T09:24:47","modified_gmt":"2023-11-02T09:24:47","slug":"complaints","status":"publish","type":"page","link":"https:\/\/www.advanceinsurance.co.uk\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1782\" class=\"elementor elementor-1782\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d07b87a elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"d07b87a\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0f20163\" data-id=\"0f20163\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0440fdb elementor-widget elementor-widget-heading\" data-id=\"0440fdb\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Customer Complaints Procedure<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-484ce57 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"484ce57\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4da5ba6\" data-id=\"4da5ba6\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-adf613e elementor-widget elementor-widget-text-editor\" data-id=\"adf613e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p class=\"p1\"><span class=\"s1\">Our aim is to provide all of our clients with an excellent level of service. However, we recognise that there may be an occasion, when you do not feel satisfied with the service you have received from us. We take complaints very seriously and with this in mind we have developed a Customer Complaints Procedure which lets you know how you can get in touch with us and how we will deal with your complaint or issue.<\/span><\/p><p class=\"p1\"><span class=\"s1\">Should you need to make a complaint, please contact us using any of the following methods:<\/span><\/p><ul><li class=\"li1\"><span class=\"s1\"><strong>In writing or in person:<\/strong> The Complaints Manager, Advance Insurance Agencies Ltd, 6 Avon Reach, Chippenham, Wiltshire, SN15 1EE<\/span><\/li><li class=\"li1\"><span class=\"s1\"><strong>By telephone:<\/strong> <a href=\"tel:01793 286333\">01793 286333<\/a><\/span><\/li><li class=\"li1\"><span class=\"s1\"><strong>By email:<\/strong> <a href=\"mailto:complaints@advanceinsurance.co.uk\">complaints@advanceinsurance.co.uk<\/a><\/span><\/li><\/ul><p class=\"p1\"><span class=\"s1\">We will endeavour to resolve your complaint by the close of business on the third business day following receipt of your complaint. However, if this is not achievable, you can be assured that we will deal with your complaint promptly and fairly, in line with our formal complaint handling procedures listed below:<\/span><\/p><ul><li class=\"li1\"><span class=\"s1\">We will write to you within five working days to acknowledge your complaint and provide details of who is handling your complaint<\/span><\/li><li class=\"li1\"><span class=\"s1\">We will keep you informed of the progress of your complaint as our investigations proceed<\/span><\/li><li class=\"li1\"><span class=\"s1\">We aim to provide a final response to your complaint within eight weeks from receipt of your complaint<\/span><\/li><li class=\"li1\"><span class=\"s1\">If we cannot provide you with a final response within eight weeks from the date of receipt of your complaint, we will outline the reasons for the delay and provide you with an indication of when you can expect a response<\/span><\/li><li class=\"li1\"><span class=\"s1\">When investigating your complaint, we will take into account any financial losses or material inconvenience you have suffered. Our final response letter will set out the reasons for our decision and we will make it clear to you, as to whether we accept or reject your complaint.<\/span><\/li><li class=\"li1\"><span class=\"s1\">If you are in any way dissatisfied with our final response, or if we have been unable to provide our final response to you within 8 weeks of receiving your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge if you are:<\/span><\/li><li class=\"li1\"><span class=\"s1\">an individual consumer; a person acting for purposes which are outside your trade, business, craft or profession or<\/span><\/li><li class=\"li1\"><span class=\"s1\">a micro enterprise or small business (that employs fewer than fifty (50) people and whose annual turnover is less than \u00a36.5 million and annual balance sheet total does not exceed \u00a35million) at the time of the complainant refers the complaint; or<\/span><\/li><li class=\"li1\"><span class=\"s1\">a charity which has an annual income of less than \u00a36.5 million at the time the complainant refers the complaint; or<\/span><\/li><li class=\"li1\"><span class=\"s1\">a trustee of a trust which has a net asset value of less than \u00a35 million at the time of the complainant refers the complaint.<\/span><\/li><li class=\"li1\"><span class=\"s1\">a consumer who is a member of any business, charity or trust who is complaining as a beneficiary of a group policy<\/span><\/li><li class=\"li1\"><span class=\"s1\">a guarantor in respect of an obligation or liability of a person which was a micro-enterprise or small business as at the date that the guarantor or security was given.<\/span><\/li><\/ul><p class=\"p1\"><span class=\"s1\">The Ombudsman might not be able to consider your complaint if:<\/span><\/p><ul><li class=\"li1\"><span class=\"s1\">what you\u2019re complaining about happened more than six years ago, and<\/span><\/li><li class=\"li1\"><span class=\"s1\">you\u2019re complaining more than three years after you realised (or should have realised) that there was a problem.<\/span><\/li><\/ul><p class=\"p1\"><span class=\"s1\">If we think that your complaint was made outside of these time limits we will leave this matter for the Ombudsman to decide. If the Ombudsman agrees with us, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.<\/span><\/p><p class=\"p1\"><span class=\"s1\">If you do decide to refer your complaint to the Ombudsman you must do so within six months of the date of our final response letter. If you do not refer your complaint to the Ombudsman within six months of the date of our letter, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. Very limited circumstances include where the Ombudsman believes that the delay was as a result of exceptional circumstances.<\/span><\/p><p class=\"p1\"><span class=\"s1\">The FOS offer an independent service for resolving disputes and you may contact the FOS by:<\/span><\/p><ul><li class=\"li1\"><span class=\"s1\">Calling their consumer helpline on 0800 0 234 567 (free for people phoning from a \u201cfixed line\u201d (for example, a landline at home) or 0300 123 9 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)<\/span><\/li><li class=\"li1\"><span class=\"s1\">Writing to them at Exchange Tower, London E14 9SR<\/span><\/li><li class=\"li1\"><span class=\"s1\">Emailing complaint.info@financial-ombudsman.org.uk<\/span><\/li><li class=\"li1\"><span class=\"s1\">FOS website: <a href=\"https:\/\/www.financial-ombudsman.org.uk\/\">https:\/\/www.financial-ombudsman.org.uk\/<\/a><\/span><\/li><\/ul><p class=\"p1\"><span class=\"s1\">We will include a copy of the Financial Ombudsman Service\u2019s leaflet \u2018Your Complaint and the Ombudsman\u2019 in all resolution and 8 week response letters.<\/span><\/p><p class=\"p1\"><span class=\"s1\">Lloyd\u2019s of London Policyholders only.<\/span><\/p><p class=\"p1\"><span class=\"s1\">You may if you wish, refer your complaint to Lloyd\u2019s. Lloyd\u2019s will investigate the matter and provide a final response. Lloyd\u2019s contact details are as follows:<\/span><\/p><p class=\"p1\"><span class=\"s1\">Complaints<\/span><\/p><p class=\"p1\"><span class=\"s1\">Lloyd\u2019s<br \/><\/span><span class=\"s1\">One Lime Street<br \/><\/span><span class=\"s1\">London EC3M 7HA<\/span><\/p><p class=\"p1\"><span class=\"s1\">Email: complaints@lloyds.com<\/span><\/p><p class=\"p1\"><span class=\"s1\">Telephone: +44 (0)20 7327 5693<\/span><\/p><p class=\"p1\"><span class=\"s1\">Website: www.lloyds.com\/complaints<\/span><\/p><p class=\"p1\"><span class=\"s1\">Ultimately, should you remain dissatisfied with Lloyd\u2019s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service if not already done so.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Customer Complaints Procedure Our aim is to provide all of our clients with an excellent level of service. However, we recognise that there may be an occasion, when you do not feel satisfied with the service you have received from us. We take complaints very seriously and with this in mind we have developed a &#8230; <a title=\"Complaints\" class=\"read-more\" href=\"https:\/\/www.advanceinsurance.co.uk\/complaints\/\" aria-label=\"More on Complaints\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Complaints - Advance Insurance<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.advanceinsurance.co.uk\/complaints\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints - Advance Insurance\" \/>\n<meta property=\"og:description\" content=\"Customer Complaints Procedure Our aim is to provide all of our clients with an excellent level of service. 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