IMPORTANT INFORMATION: COVID-19 help, support and FAQs
IMPORTANT INFORMATION:
COVID-19 help, support and FAQs
Opening Times : Live chat is open 8am to 8pm Mon - Fri, 9am to 4pm Sat & Sun

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 using our live chat service, available by clicking the button below;


 Start Live Chat

Live Chat opening hours

Monday to Friday: 08:00am - 8:00pm
Saturday: 09:00am - 4:00pm
Sunday: 09:00am - 4:00pm

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 directly to the relevant department, or the Complaints Handling Manager, via our free post address at;


Free Post
PO BOX 664
Doncaster
DN1 1WA


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.


Make A Complaint

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 6 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

 
≪ Swipe Left/Right ≫
Complaints received between 1st January 2021 and 30th June 2021
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 3.45 per 1000 policies live 4.23 per 1000 policies sold 3749 3716 85.28% 14.40% 23.25% 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 1.05 per 1000 live credit accounts 1.66 per 1000 set up credit accounts 226 217 69.12% 25.81% 44.70% E - Dispute Over/Sum charges
≪ Swipe Left/Right ≫
Complaints received between 1st July 2020 and 31st December 2020
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 2.18 per 1000 policies live 2.69 per 1000 policies sold 2301 2291 70.97% 28.33% 22.92% 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 0.38 per 1000 live credit accounts 0.56 per 1000 set up credit accounts 87 87 75.86% 21.84% 33.33% E - Dispute Over/Sum charges