Our aim is always to provide our customers with a first-class service; however, we are aware that, occasionally, it is possible that we may fail to meet your expectations. If for any reason we have not met your expectations, let us know as soon as possible, by calling our main office telephone 0333 023 8080, or write to Simon Roskell, Organic Insurance Ltd, One Cathedral Square, Blackburn, Lancashire, BB1 3EX or email firstname.lastname@example.org.
If we are unable to resolve the issue to your satisfaction by the end of the next business day, we will formally investigate the matter. You will receive an acknowledgement of the matter together with a copy of our complaints process promptly and certainly within 5 working days. We will then aim to investigate and provide a resolution as quickly as possible, informing you of the position after no later than 4 weeks and a final response no later than 8 weeks. If you are unhappy with our response, or the position after a period of 8 weeks, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) for an independent assessment and opinion. A full copy of our complaints procedure is available on request.
The FOS Consumer Helpline is 0800 023 4567 (there is no charge for people phoning from a “fixed line” (for example, a landline at home) or 0300 123 9123 (free for mobile-phone users paying monthly charge for calls to Numbers starting 01 or 02). Alternatively, you can contact them at Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. www.financial-ombudsman.org.uk