How we handle complaints

Your views are important to us and we strive to deliver the highest standard of service for your peace of mind. However, if we have not delivered to the high standard you should expect from Avensure, or if we make a mistake, we want to know. We will investigate your complaint and try to resolve the problem as quickly as possible.

How we handle complaints

Step 1:
Please contact us at your earliest convenience with the following information:

  • Your account number and account name
  • Your full name, address and telephone number
  • Details of your problem or complaint

Once a complaint is received, Avensure will record the nature of the complaint and will attempt to provide you with an immediate answer. Where this is not possible, we will take the full details of your complaint and arrange for the problem to be investigated.

An acknowledgement letter will be sent to you within 48 hours of receiving the complaint. The acknowledgement will provide you with the contact name who is responsible for dealing with your complaint.

You can contact us in one of the following ways:

In writing:
Complaint’s Dept
Avensure Ltd
City Tower
Piccadilly Plaza
Manchester
M1 4BT

By phone:
0330 100 7633

By email:
Complaints@avensure.com

Step 2:
We will try to resolve your complaint straight away. However, if it requires a more in-depth investigation, then we will initiate our formal complaints procedure, and strive to give you our final response within four weeks. Within 5 days of the conclusion of the investigation, Avensure will issue a resolution letter detailing the outcome of your complaint.

If you are happy with the outcome, then Avensure’s customer service department will contact you after a week of the final resolution letter to ensure you remain satisfied.

If for whatever reason, we are unable to meet these timescales, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

If your complaint relates only to the Employer Protect Legal Expenses Insurance Policy, your complaint will be passed to Financial & Legal Insurance Company Limited (“FLI”) to deal with. FLI will attempt to resolve your complaint within 3 business days of receipt and a summary resolution communication letter will be sent to you. Where this is not possible, we will acknowledge your complaint promptly.

If the complaint is not resolved within 4 weeks of receipt, FLI will write to you and let you know what further action they will take. A final response letter will be issued within 8 weeks of receipt.

The Compliance Manager
Financial & Legal Insurance Company Limited
No. 1 Lakeside
Cheadle Royal Business Park
Cheadle
Cheshire SK8 3GW
By Telephone: 0161 603 2230
By Fax: 0870 130 2581
By email: complaints@financialandlegal.co.uk

Step 3:
If your complaint relates only to the Employer Protect Legal Expenses Insurance Policy and you remain dissatisfied with the response from FLI, you may have the right to refer your case to the Financial Ombudsman Service, free of charge.

You can contact them in one of the following ways:

In writing:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By phone:
0800 023 4567
Switchboard 020 7964 1000
From outside the UK +44 20 7964 1000

You can also refer to www.financial-ombudsman.org.uk where further information is available.

Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.

We also publish our independent client feedback data which includes information on how many complaints we’ve received and responded to over a 3 month period.