Complaints

Learn more about our complaints handling procedure

At One Call Insurance, we are committed to providing the highest quality of service to all our customers by working in an open and accountable way and we go that extra mile for all our customers.

We always aim to respond to all complaints in a positive manner and ensure any mistakes we’ve made are put right.

Your complaints provide us with valuable information and we use this feedback to continue to improve the service we provide to all our customers.

Stage 1

If you haven't already, then we ask that you please contact the appropriate department during the hours of 9:00am to 5:30pm Monday-Friday:

Customer Services 01302 554015
Home Insurance 01302 554013
Cancellations 01302 554015
Renewals 01302 554010
Platinum Club 01302 567820
Breakdown 0203 738 7300


You can also use our Live Chat service at www.onecallinsurance.co.uk.

All staff within the company have been trained to give a high level of service and will try to resolve any dissatisfaction where possible. If an agent is unable to reach a satisfactory resolution for you they will refer you to their line manager who will also try to resolve your complaint to the highest standard possible. You can also register your complaint to the Complaints Handling Manager directly at;

The Complaints Handling Manager
One Call Insurance Services
First Point
Balby Carr Bank
Doncaster
DN4 5JQ

We aim to resolve your complaint within 24 hours from when we receive it, however, if this is not possible then we will acknowledge your complaint in writing within five working days. Once we have acknowledged your complaint we will perform a full investigation into the matter and ensure that all areas of the complaint are covered.

If your complaint has been resolved within 3 working days then we will send you a summary resolution letter confirm that the complaint has been resolved.

If we cannot resolve your complaint within 3 working days a final written resolution letter will then be sent to you once all investigations have been complete, within eight weeks of receiving the initial complaint. If you are still dissatisfied with either of the resolution letters offered at this point please refer to stage 2 below.

Stage 2

You may have the right to refer your complaint to the Financial Ombudsman Service;.

If you choose to escalate your complaint, you may contact the Financial Ombudsman Service (FOS) or an agreed Alternative Dispute Resolution Provider (ADRP) if you are not eligible to complain to the Financial Ombudsman Service

You must enclose a copy of the final resolution that we issued to you along with your policy number and quote “One Call Insurance Services Limited” as the reference. The Financial Ombudsman Service can help with most complaints if you are;

  • A customer
  • A business with an annual turnover below £6.5m and fewer than 50 employees or an annual balance sheet below £5m
  • A charity with an annual income of less than £6.5 million
  • A trustee of a trust with a new asset value of less than £5 million

The Financial Ombudsman Service can be reached at www.financial-ombudsman.org.uk or you can also write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

The Financial Ombudsman Service (FOS) is the UK’s official expert in resolving complaints within the financial services industry. Complaints can be brought by, or on behalf of, customers (or potential customers) who are private individuals, micro-enterprises and small to medium size enterprises (small to medium size enterprises can bring complaints to the ombudsman as long as then have an annual turnover below £6.5m and fewer than 50 employees or an annual balance sheet below £5m).

If we agree to appoint an Alternative Dispute Resolution Provider (ADRP) you can make your complaint within 12 months after receiving our final resolution letter. A list of ADRP’s can be found through the trading standards website.

You can find further information at www.financial-ombudsman.org.uk

The European Commission under EU regulation has provided an online dispute resolution platform to help you raise a complaint. If you bought your policy online, you can make a complaint at the European Commission Online Dispute Resolution website. Just so you know, this doesn't replace the service offered by the Financial Ombudsman Service. http://ec.europa.eu/odr

 
≪ Swipe Left/Right ≫
Complaints received between 1st January 2019 and 30th June 2019
Number of policies in force at reporting end date Number of Complaints Opened by volume by business
Product/Service Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Banking & Credit Cards N/A N/A 0 0 0 0 0 N/A
Home Finance N/A N/A 0 0 0 0 0 N/A
Insurance and Pure Protection 2.36 per 1000 policies live 3.51 per 1000 policies sold 2105 2075 73.49% 25.08% 22.32% E - Dispute Over/Sum charges
Decumulation and Pensions N/A N/A 0 0 0 0 0 N/A
Investments N/A N/A 0 0 0 0 0 N/A
Credit-Related 0.49 per 1000 live credit accounts 0.84 per 1000 set up credit accounts 121 117 55% 45% 30.57% E - Dispute Over/Sum charges
≪ Swipe Left/Right ≫
Complaints received between 1st July 2018 and 31st December 2018
Number of policies in force at reporting end date Number of Complaints Opened by volume by business
Product/Service Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Banking & Credit Cards N/A N/A 0 0 0 0 0 N/A
Home Finance N/A N/A 0 0 0 0 0 N/A
Insurance and Pure Protection 3.99 per 1000 policies live 7.16 per 1000 policies sold 2278 2224 72% 28% 23.74% E - Dispute Over/Sum charges
Decumulation and Pensions N/A N/A 0 0 0 0 0 N/A
Investments N/A N/A 0 0 0 0 0 N/A
Credit-Related 0.53 per 1000 live credit accounts 0.78 per 1000 set up credit accounts 126 123 71% 30% 38.21% E - Dispute Over/Sum charges