Carrot Insurance will do its best to provide you with a high level of service and customer care every time. However, sometimes things can go wrong, and we may fail to meet your expectations. Our internal complaints procedures allow us to deal with complaints fairly, effectively and promptly. If you think we have let you down, please tell us why.
Our internal complaints procedure
Our internal complaints handling procedures follow the guidelines of the Financial Conduct Authority (FCA) as set out in their handbook.
What you need to do if you have a complaint
You should raise your complaint with us by telephone, email or letter to:
How we will handle your complaint
- Endeavour to resolve your complaint as quickly as possible
- Acknowledge your complaint promptly and in writing
- Advise you of the person dealing with your complaint and how you can contact them
- Provide a final response to your complaint within 8 weeks of receipt
If we cannot reach a resolution
If you are dissatisfied with our response, you can refer your complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service,
Exchange Tower, London,
Tel: 0800 023 4 567