Complaints Procedure
We are committed to providing the highest standard of service. If something goes wrong, we want to hear about it so we can put it right quickly and fairly.
1. Our Commitment to You
Quik Insure Cover is authorised and regulated by the Financial Conduct Authority (FCA). We are committed to treating all customers fairly and to providing a professional, transparent complaints-handling process in line with FCA requirements.
If you are unhappy with any aspect of our service — whether it relates to your policy, the quote process, a claim, or any communication — we want to know. Your feedback helps us improve our services for every customer.
Our aim: We will acknowledge every complaint within 3 business days and provide a full written response within 8 weeks. In most cases, we resolve complaints within 5 business days.
2. What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about our products, services, or the way we have handled your matter. Examples include:
- Dissatisfaction with the price or terms of your policy
- Problems with the quote or purchase process
- Delays in receiving your insurance documents
- Concerns about how your claim was handled
- Issues with refunds or cancellations
- Concerns about how we have handled your personal data
- Dissatisfaction with the response from our customer support team
3. How to Make a Complaint
You can raise a complaint through any of the following channels:
Mon–Fri, 9am–5pm
Capital Office, 124 City Road
London, EC1V 2NX
Mon–Fri, 9am–5pm
When contacting us, please include:
- Your full name and contact details
- Your policy number (if applicable)
- A clear description of your complaint and what happened
- What outcome you are seeking
- Copies of any relevant documents or correspondence
4. Our Complaints Process
Acknowledgement
We will acknowledge your complaint in writing within 3 business days of receiving it. We will give you the name of the person handling your complaint and a reference number.
Investigation
Your complaint will be assigned to a dedicated complaints handler who will thoroughly investigate the matter. We will review all relevant information, including your policy details, correspondence, and any supporting evidence you provide.
Resolution Offer
We will provide you with a formal written response — our "Final Response" — setting out our findings, any remedial action we will take, and our decision. Where appropriate, this may include a goodwill payment, refund, or correction of an error.
Escalation (if required)
If you are not satisfied with our Final Response, you have the right to refer your complaint to the Financial Ombudsman Service free of charge. Details are provided below.
5. Response Timelines
- Acknowledgement: Within 3 business days of receiving your complaint
- Holding response: If we cannot resolve within 5 business days, we will send you an update within 4 weeks
- Final Response: Within 8 weeks of receiving your complaint
If we cannot resolve your complaint within 8 weeks, we will write to you explaining why and advise you of your right to refer to the Financial Ombudsman Service.
6. Financial Ombudsman Service
If you are dissatisfied with our Final Response, or if we have not resolved your complaint within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) — an independent, free service for resolving disputes between financial businesses and their customers.
Financial Ombudsman Service
You can contact the Financial Ombudsman Service:
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 (free from UK landlines)
Telephone: 0300 123 9123 (costs the same as a local call)
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You must refer your complaint to the FOS within 6 months of receiving our Final Response. The FOS may not consider your complaint if you have not first given us the opportunity to resolve it.
7. FCA Regulation
Quik Insure Cover is authorised and regulated by the Financial Conduct Authority (FCA). Our regulatory obligations include maintaining a fair, transparent complaints-handling process and reporting complaints data to the FCA as required.
You can verify our FCA authorisation on the FCA Register.
8. Complaints Record
We maintain a detailed record of all complaints received, the actions taken, and the outcomes. This record is reviewed regularly by senior management to identify trends and systemic issues, ensuring continuous improvement of our services.
Complaints data is reported to the Financial Conduct Authority biannually as required by DISP rules.