Client Support Zone > Complaint Procedure
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 expect from Avensure, or if you believe we have made a mistake, we want to know. We will investigate your complaint and try to resolve the problem as quickly as possible.
Insurance/Indemnity Policy Complaints
If your complaint relates to the Employer Protect Legal Expenses Insurance Policy, then this will be passed to our Finance Manager who will attempt to resolve your complaint by the end of the third working day following receipt and a summary resolution letter will be sent to you. Where this is not possible, an acknowledgement will be issued.
Where a complaint is not resolved within 4 weeks Avensure will write to you to advise what further action is to be taken. A final written response will be issued within 8 weeks of receipt.
Financial Ombudsman Service
Where your complaint relates to the Employer Protect Legal Expenses Insurance Policy and you remain dissatisfied with our response to your complaint, you may have the right to refer your case to the Financial Ombudsman Service. This must be done within 6 months of receiving our written response. Their contact details are:
By Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
T: 0800 023 4567