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Complaints

Learn more about our complaints handling procedure

At One Call Insurance, we’re relentlessly focused on providing exceptional customer experiences and ‘Ensuring good consumer outcomes are at the heart of our culture’. It’s an ethos that can be evidenced via more than 70,000 genuine customer reviews that we’ve accumulated across independent review sites such as Trust Pilot, Review Centre, Google, Reviews.co.uk and Free Index.

Despite these good intentions, things can and do go wrong…

If you feel that the service we have provided falls short of your expectations, please let us know as soon as possible. All staff members are highly trained and focused on ‘Ensuring good consumer outcomes are at the heart of our culture’. Regardless of whom you speak to they will try to resolve your complaint immediately and if a satisfactory resolution cannot be found, they will refer you to a Line Manager who will pick up your case.

Outlined below, we’ve designed our complaints process to be as quick, simple and hassle free as possible:

1. You register a complaint

You can register a complaint against One Call Insurance using any of the methods listed below:

Live Chat – You can contact customer services via Live Chat

 Start Live Chat

Phone – You can speak directly with the most relevant department (opening times can be found, here): You can also register your complaint direct with our Complaints Handling Manager:

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

2. We investigate your complaint

We conduct a thorough investigation whenever we receive a complaint, ensuring that the facts are properly established so we can offer an appropriate resolution. We will also use this opportunity to identify and act upon areas where we can improve our service.

3. We provide a resolution

We aim to provide a satisfactory resolution to all complaints within just 24 hours. If, for whatever reason, this isn't possible, we'll acknowledge your complaint within 5 working days and send you a letter of resolution once all investigations have been completed. This will usually be within four weeks, but no later than 8 weeks from the date we received your initial complaint. Following on from this, the file will be closed.

Not happy with our response?

If, despite our best efforts, you feel we haven't been able to satisfactorily resolve your complaint, or you haven't received a response within eight weeks from the date your complaint was first registered, you have the right to refer it to the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 0300 123 9123
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.

 
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Complaints received between 1st January 2018 and 30th June 2018
Number of Complaints Opened by volume by business
Product/Service 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 0 0 0 0 0 N/A
Home Finance N/A 0 0 0 0 0 N/A
Insurance and Pure Protection 4.96 per 1000 policies sold 1624 1624 69.52% 30.48% 28.33% Dispute Over/Sum charges
Decumulation and pensions N/A 0 0 0 0 0 N/A
Investments N/A 0 0 0 0 0 N/A
Credit-Related 1.48 per 1000 credit accounts 180 179 22% 78% 36.87% Dispute Over/Sum charges
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Complaints received between 1st July 2017 and 31st December 2017
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 3.19 per 1000 policies sold 10.50 per 1000 policies sold 1587 1547 70% 30% 22% 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 credit accounts 0.45 per 1000 credit accounts 69 66 18% 82% 32% Dispute Over/Sum charges

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