What to do if you have a complaint

We take all complaints we receive seriously and aim to handle all complaints promptly and fairly.

If you make a complaint, we will:

  • Acknowledge it promptly
  • Explain how we will handle your complaint
  • Tell you what you need to do
  • Tell you how your complaint is progressing

Full details of our complaints procedure are available on request. We will record and analyse your comments to make sure we continually improve the service we offer.

If at any time you have a complaint about the services we provide for you, then you should contact:

Email address: complaints@intasure.com

Mailing address:
The Managing Director,
Intasure,
Oakhurst House,
77 Mount Ephraim,
Tunbridge Wells,
Kent,
TN4 8BS,
United Kingdom

Phone number: +44 (0)345 111 0670

We are committed to delivering the highest standards of customer care and we have procedures in place to investigate complaints. In such circumstances we undertake to:

  • Try and resolve the complaint within 3 working days and write to you confirming if we have done so;
  • Acknowledge any formal complaints promptly;
  • Respond fully to your concern or complaint within four weeks or less. If for any reason this is not possible, we will write to you to explain why we have been unable to conclude the matter quickly.
  • If we have been unable to resolve your complaint in eight weeks, we will write to you explaining the reason as to why this has not been possible. We will also advise you of your right to refer your complaint to the Financial Ombudsman Service (if applicable).

If you are unhappy with our decision, or if we do not complete our investigation within 8 weeks, you may refer your complaint to the Financial Ombudsman Service (FOS) which, once contacted, will liaise with us on your behalf. This must be done within 6 months of our final response letter. The FOS will inform you directly of its decision. Referral to the FOS will not prejudice your right to take subsequent legal proceedings.

FOS address:
The Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

FOS phone number: 0800 023 4567

FOS email address: complaint.info@financial-ombudsman.org.uk

FOS website: www.financial-ombudsman.org.uk

Full details of our complaints procedure are available on request. We will record and analyse your comments to make sure we continually improve the service we offer. If at any time you have a complaint about the services that we provide for you, then you should contact:

The Managing Director
Intasure
Oakhurst House, 77 Mount Ephraim,
Tunbridge Wells, Kent, TN4 8BS
UNITED KINGDOM

Tel: +44 (0)345 111 0670

We will attempt to resolve your complaint immediately, but if this is not possible, we promise to acknowledge your complaint within 5 business days of receipt. Within 8 weeks of its receipt we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.

If you are unhappy with our decision, or if we do not complete our investigation within 8 weeks, you may refer your complaint to the Financial Ombudsman Service (FOS) which, once contacted, will iaise with us on your behalf. This must be done within 6 months of our final response letter. The FOS will inform you directly of its decision. Referral to the FOS will not prejudice your right to take subsequent legal proceedings.

Their address is:
The Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 (if calling from a landline) or 0300 123 9 123 (if calling from a mobile)

Email: complaint.info@financial-ombudsman.org.uk.

Website: www.financial-ombudsman.org.uk