Complaints

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.

Alternatively, you can contact us via our query form and we will aim to reply promptly.

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.

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 consumer; or
• A micro-enterprise;
– employs fewer than 10 persons; and  – has a turnover or annual balance sheet that does not exceed €2 million, or  (a) in relation to a complaint relating wholly or partly to payment services, either at the time of the conclusion of the payment service contract or at the time the complainant refers the complaint to the respondent; or  (b) otherwise, at the time the complainant refers the complaint to the respondent; or
• A charity with an annual income of less than £6.5 million at the time the complainant refers the complaint to the respondent; or
• A trustee of a trust which has a net asset value of less than £5 million at the time the complainant refers the complaint to the respondent; or
• (in relation to CBTL business) a CBTL consumer; or
• A small business at the time the complainant refers the complaint to the respondent; or
• A guarantor

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.

One Call Insurance Complaints

Received between 1st January 2026 and 30th June 2026

TABLE HEADER 1	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
Insurance and Pure Protection	0.80 per 1000 policies live	0.94 per 1000 policies sold	1973	1924	61.38%	38.31%	21.62%	K- Other general admin/Customer service
Credit-Related	0.02 per 1000 live credit accounts	0.03 per 1000 set up credit accounts	7	7	71.43%	28.57%	12.5%	E - Dispute Over Sums

One Call Insurance Complaints

Received between 1st July 2025 and 31st December 2025

TABLE HEADER 1	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
Insurance and Pure Protection	1.70 per 1000 policies live	1.67 per 1000 policies sold	2980	2960	67.57%	32.30%	20.20%	E - Dispute Over Sums
Credit-Related	0.10 per 1000 live credit accounts	0.15 per 1000 set up credit accounts	22	22	68.18%	31.82%	13.64%	E - Dispute Over Sums