Our focus is on earning and maintaining customer loyalty through superior service. However, we understand that despite our best efforts, we may not always meet our customer's expectations.
If you are not satisfied with any aspect of our service, l complaint handling procedures are in place to deal with your concerns effectively and in a timely manner
How to make a complaint
If you need to make a complaint you are able to contact us and do so in the following ways;
- By telephoning 01945 465508 between 9am - 6pm Monday to Friday or between 9am and 1pm on a Saturday
- In writing to 2Gether Insurance Ltd, Exchange Square, Wisbech, Cambridgeshire, PE13 1RA
- By email to [email protected]
What happens after you make a complaint?
We treat all complaints fairly and consistently to promptly determine the subject matter of the complaint and what action we need to take.
All complaints will be investigated by a suitably competent member of our team. Wherever possible, this responsibility will be allocated to a person who was not directly involved in the matter that is the subject of your complaint. The member of staff will either have the authority to settle your complaint or will have ready access to someone who has the authority.
What if you're not satisfied with our response?
Our final response letter will inform you that, if you remain dissatisfied with our response, you may refer your complaint to the FOS. The usual time limit for referrals to the FOS is six months from the date we issue our final response.
Further information is available regarding the FOS at http://www.financial-ombudsman.org.uk
Our full complaints handling procedures can be found here.