Complaints procedure

OUR CUSTOMER COMPLAINTS PROCEDURE

At Octagon Insurance Services, our aim is to get everything right, first time, every time. If a mistake is made we aim to
put it right quickly. To start the process of reporting a complaint all you need to do is phone, e-mail or write to the contact
details below:

Telephone: 0344 561 4615
e-mail: customerservices@octagoninsurance.com
Write to: Octagon Insurance Services
Europa House
Midland Way
Thornbury
Bristol
BS35 2JX

Once your complaint has been received it will be treated with the highest importance.

WHAT HAPPENS NEXT?

Within five working days we will:

Within four weeks we aim to:

We hope that our response will never exceed eight weeks but should it do so, we will explain why it has not been possible
to give you a Final Response, and let you know when we will be ready to do so. At this point we will also advise you of
your rights under the Financial Ombudsman Service.

THE FINANCIAL OMBUDSMAN SERVICE

This is a free, independent service for resolving complaints about most financial matters.*

If you’re not happy with our Final Response to your complaint, or with the reasons given for any delays beyond eight
weeks, you can contact the Financial Ombudsman Service using the details below:

Telephone: 0800 023 4567 / 0300 123 9123
e-mail: complaint.info@financial-ombudsman.org.uk
Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Any complaint referred to the Financial Ombudsman Service needs to be made within six months of the date of the Final
Response. It is possible that your complaint may not be eligible for referral to the Financial Ombudsman Service. If so,
one of their staff will still be able to advise you on your options, or you might prefer to seek your own professional or legal
advice.

*Source: www.financial-ombudsman.org.uk

The European Commission has an online dispute resolution service for consumers who have a complaint about a product
or service bought online. If you choose to submit your complaint this way it will be forwarded to the Financial Ombudsman
Service.

Click here to access the Online Dispute Resolution Service. Please quote our e-mail address:
customerservices@octagoninsurance.com

Alternatively, you can contact the Financial Ombudsman Service directly.

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One Quote Direct Insurance Services Limited trading as Octagon Insurance Services are an appointed representative of Europa Group Limited and act as a credit broker and not a lender in relation to premium finance contracts. Europa Group Limited is authorised and regulated by the Financial Conduct Authority, Financial Services Register No. 309794. Registered as a limited company in England and Wales No. 5479983. Registered office: Europa House, Midland Way, Thornbury, Bristol, BS35 2JX.

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Customers with a policy that started on or before 31st December 2016 can continue to use this website as usual.
Customers with a policy that renewed on or after 1st January 2017 – the details on this website will not be relevant to your policy, please see your renewal pack for further information.

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