Complaints
Cover4Rentals believes you deserve courteous, fair, and prompt service and if there is any occasion when the service does not meet your expectations please contact us.
Please refer to the policy wording issued with your policy for full details of the complaints process.
If you are not satisfied with the handling of your dispute, you can contact an external dispute resolution entity in Ireland. Information specific to the Irish financial ombudsman body can be found below.
Making Your Complaint
The best ways to make contact with us regarding a complaint is via the contact form, selecting the reason for contact as ‘I want to make a complaint’ or by sending us an email to complaints@cover4rentals.com.
You can also get in touch with us via the live chat facility located on the bottom right of your screen.
If you’d prefer to send us a letter, you can do so at Cover4Rentals, Bury House, 1-3 Bury Street, Guildford, Surrey, GU2 4AW.
What Information Do We Need?
So that we can process your complaint quickly and without delay, it’s important that you’re able to provide us with as much information as possible. Please include the following information in writing as part of your complaint.
Your complaint will be passed to our complaints handler who manages all of our complaint-related queries. Complaints made on your behalf by an authorised representative, such as a family member or lawyer, will also be considered.
Our Promise to You
Your complaint will be investigated competently, diligently and impartially.
All complaints will be acknowledged upon receipt in writing, and you will receive a final response by not later than 8 weeks. If the investigation is not concluded within the indicated period, you will be advised in writing about the causes of the delay and be provided with an indication as to when the investigation is likely to be completed, but no later than 35 working days from receipt of your complaint. The final response will explain the outcome of the investigation and the reasons for our decision.
If your complaint relates to a matter outside the distributor’s remit (such as the terms of policy), the distributor will forward your complaint to the underwriter promptly upon receipt and notify you that we have done so. The underwriter has established a procedure for handling your complaint within the timeframes indicated above.
Still Dissatisfied?
If you remain dissatisfied with the final decision, you may refer your concern to:
Office of the Arbiter for Financial Services
Or the
Financial ombudsman or alternative dispute resolution body in Ireland
Below is the contact information for the financial ombudsman dispute resolution body in Ireland:
FSPO (Financial Services and Pensions Ombudsman)
Address: FSPO, Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Telephone: +353 1 567 7000
info@fspo.ie
https://fspo.ie
Complaint form
For further assistance, you can refer to this link. Referring your complaint to the body does not stop you from taking legal action.
Please Let Us Know How We Can Best Support You
We want to know how we can best support you. If you have circumstances, such as health conditions, financial difficulties, bereavement, caring responsibilities, or communication barriers, whether temporary or permanent, then please let us know by using your preferred method of communication in the aforementioned ‘Making Your Complaint’ section.
We will take reasonable measures to adapt our communication and provide you with additional assistance to guide you through the complaints process.