Our Complaints Policy
CFC is committed to providing a high quality insurance service to all our clients. In the event that a problem occurs, we want to know about it and are committed to ensuring that the complaint is quickly reviewed and that the complainant is responded to as quickly as possible.
Our procedure is as follows
A complaint may be made orally or in writing at any time during the insurance process and upon receipt of any complaint the Compliance Officer will issue a letter of acknowledgement within 5 business days of the initial notification stating the name of the appointed individual who will be dealing with the complaint.
The Compliance Officer will then provide a written response within 20 business days of receipt of the complaint. However, if the complaint warrants longer investigation or it requires a review of further information and a response cannot be given within 20 business days, the complainant will be informed as to when he or she can expect to receive a final response from us.
The response will either:
- accept the complaint and offer to discuss the situation
- reject the complaint, giving full reasons for doing so
- be a combination of the two
If the complainant is still not satisfied once we have made our decision, he or she can write to us again. We will then arrange to review our decision within 10 business days.
This Complaints Procedure does not affect any right of legal action the complainant may have against the parties concerned. If we receive a complaint which does not relate to the General Insurance Product or the General Insurance Activity related service that we have provided or should more appropriately be referred to a different Company or Organisation, the Compliance Officer will advise the complainant in writing within 5 business days of receipt of the complaint and, where possible, provide details of to whom the complaint should be re-directed.