Complaints Prodcedure

Providing a first class service to our customers is very important to Just Motorcycle Insurance. However, we accept that things may go wrong from time to time and if they do, we are keen to listen to your views so that we can learn from any mistakes and improve our service wherever possible. With this in mind, the following procedure is in place to ensure you are kept fully up to date with the progress of your complaint and also to guarantee your complaint is managed fairly and promptly.

Step 1

A Customer Relations Officer from our Compliance Division will be appointed to undertake an investigation into your complaint.

Step 2

We will aim to conclude our investigation within five working days. If however, we are unable to finalise your complaint within this timescale, we will write to acknowledge your complaint and advise that we intend to complete the investigation within four weeks. If after four weeks we are not in a position to resolve your complaint, we will write to update you on the present position of the investigation. We will also advise you of a date of when we anticipate the complaint will be completed (this will be within eight weeks of receipt of your complaint).

Step 3

Our Senior Customer Relations Officer will then review and approve the investigation findings.

Step 4

We will then write our response letter to you, confirming our findings and stating any financial redress, if applicable. We will also advise if your complaint has been upheld or rejected. Our response letter will be classed as our final response.

Step 5

If, upon receipt of our final response letter, you are not fully satisfied with the outcome of our investigation, you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of the date of our letter. The FOS is an independent organisation that operates according to the rules made by the Financial Services Authority.

FOS contact details:
Financial Ombudsman Service (UK)
South Quay Plaza
183 Marsh Wall
London
E14 9SR
email: complaint.info@financialombudsman.org.uk
Website: www.financialombudsman.org.uk

Please note that the FOS will only deal with your complaint if you have already given Just Motorcycle Insurance the opportunity to resolve it.

Any decision made by the FOS is only binding on the Insurer and Just-Motorcycle Insurance and you remain free to take action in court.

This procedure for the handling of complaints is entirely without prejudice to your rights in English Law and you are free at any stage to seek legal advice and take legal action.