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 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.

How to contact us:

Please contact us with details of your complaint at your earliest convenience quoting your account number, name and contact details:

By Post: Complaints Department, Avensure Limited, South Central, 11 Peter Street, Manchester M2 5QR

T: 0330 100 7633



What happens next?

Once a complaint is received Avensure will take from you and record the nature and details of your complaint and will attempt to provide you with an immediate resolution.  Where this is not possible, we may need to contact you for further details of your complaint and arrange for an investigation to then take place.  You will be contacted directly by the person handling your complaint who will give you their contact details should you have any further questions or queries relating to the complaint.  We shall endeavour to complete a final response within 4 weeks where a more depth investigation has been necessary.

If the timescales are not going to be met you will be contacted to explain the reasons why and inform you of a new timescale.

Insurance/Indemnity Policy Complaints

If your complaint relates to the Employer Protect Legal Expenses Insurance Policy, then this will be passed to Julie Davenport 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