Customer Complaints
At Greenlands Insurance Services, we are committed to providing our customers with the highest standard of service.
Our Commitment
At Greenlands Insurance Services, we are committed to providing our customers with the highest standard of service. However, we understand that there may be occasions when our service falls short of your expectations. If you are dissatisfied with any aspect of our service, we encourage you to let us know. This page outlines how we handle and resolve complaints.
Contact Us
If you wish to register a complaint or have any queries about our complaint handling procedure, please contact our Management Team by:
- Completing our online form
- Calling us on 01970 636925 (open Mon to Fri from 8.30am to 5.00pm, and Sat 9.00am to 1.00pm)
- Writing to us at:
Managers
Greenlands Insurance Services
Unit 1, Cefn Llan Science Park
Aberystwyth, SY23 3AH
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service.
Upon Receipt of a Complaint
All complaints, whether received in writing or verbally, are immediately logged and referred to our Management Team. An acknowledgment letter will be sent within 3-5 business days of receiving the complaint. This acknowledgment will provide a brief overview of our complaint handling process and provide a point of contact for the complainant.
If a Complaint is Not About Us
If the complaint is related to a service or product provided by a third party (such as an insurer), and not to Greenlands Insurance Services in our role as agent, we will promptly refer the complaint to the relevant party and inform the complainant of this action.
Investigation
Our Management Team will conduct a thorough investigation using the information available to us, ensuring impartiality. If the complaint can be resolved within 10 business days, the complainant will be informed of the outcome and any remedial actions taken. If the investigation is not concluded within 10 business days, the complainant will be updated via a holding letter on the progress and informed of the expected resolution date.
Extended Investigations
If we are unable to conclude our investigation within 8 weeks, we will:
- Inform the complainant of the reasons for the delay.
- Provide an indication of when we expect to provide a final response.
- Advise the complainant of their right to refer the matter to the FOS.
Final Response
Upon concluding our investigation, we will issue a final response/summary resolution letter to the complainant. This letter will:
- Detail the findings of our investigation.
- State whether the complaint has been accepted, rejected, or reached a compromise.
- If applicable, offer redress or remedial action.
- Provide information on the complainant’s right to refer the matter to the Financial Ombudsman Service (FOS) if they remain dissatisfied, including the FOS’s contact details and the complainant’s six-month deadline to contact them.
Financial Ombudsman Service
If you are not satisfied with our response or if a complaint is not resolved after eight weeks, you may refer the complaint to:
Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Tel: 0800 023 4567
Website: www.financial-ombudsman.org.uk
Record Keeping
All complaints received and the actions taken are recorded and kept on file for a minimum of seven years.
Continuous Improvement
We are committed to continuous improvement and will use the feedback from complaints to identify areas in our service that can be enhanced.