At the Be Sure Group we aim to provide you with the highest service possible, but we understand that sometimes, unfortunately, things may go wrong.
Letting us know as soon as possible when you are unhappy gives us the opportunity to put things right for you. Your feedback is so important in helping us improve our service.
The below summarises the six steps of our complaints handling process:
Step 1 Contacting Us
There are 5 easy ways to contact us:
- Telephone our Customer Service Department free on 0800 0086 999*
- Use the ‘Feedback’ page on our website
- Write to us at: email@example.com
With the Subject: FAO Customer Relations Department
Step 2 Acknowledging your complaint
We understand it’s so important for us to resolve your complaint as quickly as possible, but to ensure we reach a fair outcome for you, we want to conduct a thorough investigation and this can take time.
Our aim is to resolve your complaint by the end of the next business day. Sometimes this might not be possible so will write to you within 5 working days from the receipt of your complaint
Step 3 Investigating your complaint
Our trained staff will be as thorough as possible when investigating your complaint ensuring to be fair and impartial getting to get to a decision fast. They may need to contact you to request any additional information they will need to assist in this process.
Step 4 Keeping you updated on our progress
Depending on the complexity of your case we aim to resolve your complaint within 4 weeks of the receipt of your complaint. If we are unable to conclude your complaint we will ensure you are kept updated on the progress of our investigations.
Step 5 Informing you of our decision
We will always endeavour to inform you of our decision in writing as soon as we have made it.
Where we have not resolved your complaint by the end of the next business day, we will also confirm our decision in writing to you in a final response letter. This letter will detail a full account of our findings and the reason for our decision. If your complaint has not been resolved within 8 weeks from the date of receipt, we will either provide you with a final response letter, or a further update explaining why we have not provided you with an outcome.
At this point, we will also inform you that you have the option to refer your complaint to the Financial Ombudsman Service.
Step 6 The Financial Ombudsman Service
If you are not happy with our final response or, 8 weeks have passed since you initially raised your complaint with us you may refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms.
If you have a complaint you should always contact us first. The Ombudsman will only consider your complaint once you have attempted to resolve it directly with us.
You have a period of 6 months in which to refer to the Ombudsman. The 6 month period starts from the date of the final response or 8 weeks after we received your complaint. The contact details of the Financial Ombudsman Service are as follows:
- The Financial Ombudsman Service