We’ve looked after drivers since 2016, and we know how important it is to listen to them when things go wrong. When a complaint is raised to us, we investigate thoroughly to help us improve our products and services and rectify where mistakes may have been made.
Any issue that matters to drivers, matters to us.
Our expert customer services teams are trained to deal with complaints in accordance with the Financial Conduct Authority (FCA) consumer complaint handling rules.
How to make a complaint
If you feel dissatisfied with the service you’ve received, we will try our hardest to fix this for you. Please email us at complaint@inshur.com.
I’ve made a complaint - what happens next?
We’re sorry to hear you’ve made a complaint. An investigation will take place to discover the cause of the complaint so that we can offer a swift resolution.
The following response timelines are set for us by the FCA.
Within 5 Working Days
Once we receive your complaint, we will email you an acknowledgement to confirm the receipt of your complaint within 5 working days. Where possible, we will always try to resolve the complaint as soon as possible for you, however sometimes it may take longer or we need more information.
If we need more information, or if something is unclear, we will contact you via email or phone.
Within 8 Weeks
We will send you a final response - either via email or post, within 8 weeks of receiving your complaint. This will set out our investigation with regards to your complaint, and the outcome of the investigation.
Should this process take longer than 8 weeks, we will always update you on timescales and when we expect to send you a final response.
Where do I go if I’m not happy with the response?
We’re sorry to hear you’re not happy with our response. At INSHUR, we take complaints very seriously and endeavour to resolve complaints in a fair and thorough manner.
If you feel we have not fixed the issue, you can escalate your complaint to the Financial Ombudsman Service (FSO).
You will have 6 months from the date of our final response to refer to the Ombudsman.
Further details of the FOS and the services they provide can be found here: https://www.financial-ombudsman.org.uk/resolving-complaint/ordering-leaflet/leaflet
Please let us know if you would prefer a hard copy of the leaflet by post. The contact details for the FOS are:
The Financial Ombudsman Service
Exchange Tower London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123