Complaints
We're here to help resolve any concerns you may have
Our Commitment
At InstantCover, we are committed to providing excellent service to all our customers. We take all complaints seriously and aim to resolve them fairly and promptly. This page explains how to make a complaint and how we will handle it.
How to Make a Complaint
You can make a complaint in the following ways:
Online
Complete our online complaints form on this page
Send your complaint to info@getinstantcover.co.uk
Phone
Call us on +44 330 133 3174 (Monday to Friday, 9am to 5pm)
Post
Write to us at InstantCover, 5 Brayford Square, London, E1 0SG
Please include:
- - Your policy number or reference
- A clear description of your complaint
- What outcome you are seeking
- Any relevant documentation
What Happens Next
Once we receive your complaint:
Acknowledgment
We will acknowledge your complaint within 5 working days and provide you with a unique reference number.
Investigation
We will investigate your complaint thoroughly, which may involve reviewing your policy, speaking with relevant staff, and examining any documentation.
Response
We aim to provide a full response within 8 weeks. If we cannot resolve your complaint within this time, we will keep you informed of our progress.
Resolution
We will provide a clear explanation of our findings and any actions we will take to resolve your complaint.
Our Complaint Handling Process
Our complaint handling process follows these steps: 1.:
Receipt and Acknowledgment
We log your complaint and send an acknowledgment with a reference number 2.
Investigation
Our complaints team investigates your concerns thoroughly 3.
Review
Senior management reviews complex complaints 4.
Decision
We make a fair decision based on all available information 5.
Response
We provide a clear, written response explaining our decision 6.
Follow-up
We follow up to ensure you are satisfied with the resolution
If You Are Not Satisfied
- If you are not satisfied with our response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service that can help resolve disputes between financial services companies and their customers. Financial Ombudsman Service
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
- Address: Exchange Tower, London, E14 9SR You must refer your complaint to the FOS within 6 months of receiving our final response.
Time Limits
There are time limits for making complaints:
- You should make your complaint as soon as possible after the issue arises
- We can consider complaints made up to 6 years after the event (or 3 years from when you became aware of the issue)
- If you wish to refer your complaint to the Financial Ombudsman Service, you must do so within 6 months of our final response
Complaint Categories
We handle complaints relating to:
- Policy administration and service issues
- Claims handling and decisions
- Premium calculations and charges
- Cancellation and refunds
- Communication and customer service
- Data protection and privacy concerns
- Any other aspect of our service
Our Standards
We are committed to:
- Treating all complaints fairly and impartially
- Investigating complaints thoroughly and promptly
- Providing clear, honest, and transparent responses
- Learning from complaints to improve our service
- Complying with all regulatory requirements
- Maintaining confidentiality throughout the process
Contact Information
- For complaints or queries about our complaints process: Complaints Department
- Email: info@getinstantcover.co.uk
- Phone: +44 330 133 3174
- Hours: Monday to Friday, 9am to 5pm
- Address: InstantCover, 5 Brayford Square, London, E1 0SG General Enquiries
- Email: info@getinstantcover.co.uk
- Phone: +44 330 133 3174
Submit a Complaint
Submit Your Complaint
Fill in the details below and our team will get back to you promptly.