At Car Insurance Plus (F&I Online Ltd t/a Car Insurance Plus), we are committed to providing excellent service. However, if something goes wrong, we want to hear about it so we can put things right and improve.
This document explains how you can make a complaint, how we will handle it, and what your rights are if you remain dissatisfied.
How to Make a Complaint
You can make a complaint to us using any of the following methods:
- Email: contact@carinsuranceplus.co.uk
- Post: Complaints Department, F&I Online Ltd, Lumiere House, Elstree Way, Borehamwood, England, WD6 1JH
Please include:
- Your name and contact details
- Policy or reference number (if applicable)
- Details of your complaint
- Any supporting documents
What Happens Next
- Acknowledgement: We will acknowledge your complaint within 5 business days of receiving it.
- Investigation: Your complaint will be investigated fairly, thoroughly, and promptly by a member of our management team who was not directly involved in the matter.
- Final Response: We aim to resolve all complaints within 8 weeks. We will send you either:
- A Final Response Letter, setting out our findings and any redress we are offering, or
- A written explanation of why we are unable to provide a final response within 8 weeks, and when you can expect it.
If You Are Still Dissatisfied
If you are not satisfied with our response, or if we have not provided a final response within 8 weeks, you may refer your complaint to the Financial Ombudsman Service (FOS) free of charge.
You must do this within 6 months of our final response.
Financial Ombudsman Service Contact Details:
- Website: www.financial-ombudsman.org.uk
- Telephone: 0800 023 4567 (free from UK landlines and mobiles)
- Email: complaint.info@financial-ombudsman.org.uk
- Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Your Rights
- Using our complaints process does not affect your right to take legal action.
- You are entitled to request a copy of this Complaints Procedure at any time.