Complaints

Our commitment to customer service

At MORE TH>N we're committed to going the extra mile for our customers. If you believe that we've not delivered the service you expected, we want to hear from you so we can try to put things right.

We take all complaints seriously and following the steps below will help us understand your concerns and give you a fair response.

Our promise to you

We will:

• Acknowledge your complaint promptly
• Investigate your complaint quickly and thoroughly
• Keep you informed of progress
• Do everything possible to resolve your complaint fairly
• Ensure you are clear on how to escalate your complaint, if necessary

Step 1

If your complaint relates to your policy then please contact the sales and service number shown in your schedule. If your complaint relates to a claim then please call the claims helpline number shown in your policy booklet.

We aim to resolve your concerns informally, within three business days. Where we have been able to, we will send you a letter confirming this. We’ll also explain how you may be able to refer the matter to the Financial Ombudsman Service if you subsequently decide that you're unhappy with the outcome.

Step 2

In the unlikely event we're unable to resolve your concerns through our informal complaints process, our Customer Relations Team will then review the matter on behalf of our Chief Executive.

Once our Customer Relations Team have reviewed your complaint they will send you a final decision in writing within 8 weeks of the date we received your complaint.

Our customer relations team’s contact details are as follows:

Post:

MORE TH>N Customer Relations Team
PO Box 255
Wymondham
NR18 8DP

Email: crt.halifax@uk.rsagroup.com

If you are still unhappy

If you're still unhappy after our customer relations team’s review, or you have not received a written offer of resolution within 8 weeks of the date we received your complaint, you may be eligible to refer your case to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent body that arbitrates on complaints. They can be contacted at:

Post:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 (free from mobile phones and landlines) 0300 123 9123 (costs no more than calls to 01 or 02 numbers)
Email: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk

You have 6 months from the date of our final response to refer your complaint to the Financial Ombudsman Service. This does not affect your right to take legal action, however, the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.

We are also required to inform you that you can use the online European Online Dispute Resolution platform to provide details of your complaint, which we understand will then be forwarded to the Financial Ombudsman Service.

However, this may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly.

Thank you for your feedback

We value your feedback and at the heart of our brand we remain dedicated to treating our customers as individuals and giving them the best possible service at all times. If we've fallen short of this promise, we will apologise and aim to do everything possible to put things right.

BUILD: MASTER