Complaints Procedure

While we aim to get things right every time, we understand that occasionally issues arise. When they do, we want to sort them out quickly and fairly.

How to contact us about a complaint

Reach out to us however works best for you – we’ll handle it from there:

Phone: 0113 323 6088
Email: info@parkstoneinsurance.co.uk
Post: Parkstone Insurance, 20-22 Parkside, Horsforth, LS18 4DN

Please include your name, contact details, policy number (if you have one), and tell us what’s happened so we can help you efficiently.

How we handle your complaint

Quick resolution (within 3 days)

When we can sort things out within three business days, we’ll send you confirmation that:

• We’ve resolved your complaint
• Explains your right to contact the Financial Ombudsman Service at www.financial-ombudsman.org.uk if you’re not satisfied
• Notes the time limits for referring complaints to the FOS

Complaints requiring further investigation

If we need more time to properly address your concerns, here’s what happens:

Within 3 working days: We’ll acknowledge your complaint and give you the contact details of who’s handling it. If we’ve already resolved it by then, you’ll get our Final Response Letter instead.

Within 4 weeks: We aim to send you our Final Response Letter. If we need longer, we’ll explain why and give you a realistic timeframe.

Within 8 weeks: You’ll receive our Final Response Letter. If we’re still investigating, we’ll update you on our progress and remind you of your right to contact the Financial Ombudsman Service.

Financial Ombudsman Service (FOS)

If you’re not satisfied with our response, or if eight weeks have passed, you can refer your complaint to the Financial Ombudsman Service. This is a free, independent service that settles disputes between consumers and financial services providers.

Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

The FOS can help if you’re a:

• Consumer
• Small business with annual turnover under £6.5 million and either balance sheet total under £5 million or fewer than 50 employees
• Charity with annual income under £6.5 million
• Trustee of a trust with net asset value under £5 million

For Lloyd’s policyholders

If your policy is underwritten by Lloyd’s and you’re not satisfied with our initial response, you can also refer your complaint directly to Lloyd’s:

Website: www.lloyds.com/complaints
Email: complaints@lloyds.com
Phone: +44 (0) 20 7327 5693
Post: Lloyd’s, One Lime Street, London, EC3M 7HA

We’re here to sort things out

Your feedback helps us improve our service. If something’s not right, please get in touch – we’d rather know about it so we can put it right than have you worry about it.