If you’re unhappy about our product or services, for whatever reason, we’d like to put it right.
Making a complaint is easy, our customer relations manager can be contacted in writing by addressing: Customer Relations Manager, Homeprotect, CI tower, St George square, New Malden, KT3 4HG, by e-mail on [email protected] or by phone at 0330 660 1000. If we can’t resolve the complaint, then you may be able to escalate it to the financial ombudsman service. You can find full details about our complaints procedure within your policy schedule.
As added protection for you, we’re covered by the financial services compensation scheme (FSCS). If we’re unable to meet our commitments, you may be able to claim compensation from the scheme. For further information about the FSCS, look at the FSCS website: fscs.org.uk
AVANTIA INSURANCE LIMITED (TRADING AS HOMEPROTECT) – FINANCIAL CONDUCT AUTHORITY HALF YEARLY REPORT 1 JANUARY 2023 – 31 JULY 2023
| Product/service grouping | Provision (at reporting period end date) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|
| Insurance and pure protection | 1.78 per 1,000 policies in force | 476 | 453 | 82% | 13% | 68% | General admin/ customer service |
| Premium Finance | 2.38 per 1,000 policies in force | 244 | 234 | 89% | 11% | 45% | General admin/ customer service |