Complaints

At ECIS we want you to be pleased with the service you receive from us and we take all complaints very seriously. If you’re not happy, we’re not happy. We will always endeavour to resolve complaints fairly and quickly. Your complaint will be dealt with confidentially and will not affect how we treat you in the future. We will also implement any improvements identified to prevent the same situation from arising again.

The information below provides an overview of our complaints process and what you can expect.

Step 1

If you have a complaint, you should first contact the ECIS staff member or the manager of the department that you usually deal with at:

EC Insurance Services Ltd
ECA Court
24 – 26 South Park
Sevenoaks
Kent
TN13 1DU

Or on 0330 221 0241 or ecis@ecins.co.uk

Step 2

On receipt of your complaint, we will do our best to resolve the complaint within 3 working days from receipt and issue you with a summary resolution communication within that period.

Where we are unable to resolve your complaint within 3 working days, we will send you a written acknowledgement of your complaint. We will then investigate your complaint and keep you updated on the progress we make.

We aim to resolve your complaint within 8 weeks and we will send you a final written decision explaining the results of our investigation.

There may be occasions when at the end of 8 weeks we are not able to complete our investigation. In such instances, we will explain why and let you know when we expect to provide you with our final written decision.

At all stages of communication we will provide you with the various referral options that you have available both internally and externally.

Step 3

If you remain dissatisfied and you are a consumer or small business, you may refer the matter to the Financial Ombudsman Service up to 6 months after the date the summary resolution communication was issued by us.

A small business for the purposes of Financial Ombudsman Service eligibility is one which has a turnover of less than £6.5 million (or its equivalent in any other currency) and which either (a) employs fewer than 50 persons, or (b) has a balance sheet total of less than £5 million (or its equivalent in any other currency.

You can contact the Financial Ombudsman Service by telephone on 0800 0234 567 or 0300 123 9123, or by email on complaint.info@financial-ombudsman.org.uk. For further information you can visit the Ombudsman website at www.financial-ombudsman.org.uk.

If you do decide to refer any matter to the Financial Ombudsman Service your legal rights will not be affected.

If you are not eligible to refer to the Financial Ombudsman Service you can refer the complaint to our Chief Executive Officer (CEO) if you are dissatisfied with the way your complaint was handled or our final decision. You can address your concerns to our CEO using the contact details provided in Step 1.