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All life and health quotations are generated by Click who are regulated by the Financial Services Authority (FSA)
In most cases a complaint can be dealt with within 24 hours, if not, the complaint will be subject to the below procedures:
- It is the aim of Click to resolve any complaint fairly and quickly
- A complaint may be received in writing, by telephone, in person, verbally or by email
- A complaint received by any means will be acknowledged in writing to the complainant within 5 business days of receipt
- The details of each individual complaint will be recorded in a Complaints Log
- Click will within four weeks of receiving the complaint send the complainant either a final response or a holding response.
- Click will within eight weeks send the complainant a final response.
NB If, within eight weeks of receiving a complaint, we provide a written response which indicates we will regard the complaint as closed if we do not receive a reply within eight weeks of the date of the letter we will close the complaint.
- The final response will include details of how the complainant may refer the complaint to the Financial Ombudsman if he is dissatisfied.
- All records of complaints will be retained for at least 3 years.
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