Complaints Procedure
At SimplyQuote, we strive to provide an exemplary service to all our users. We welcome feedback, both positive and negative, as it helps us improve our services and better meet your needs. This procedure outlines how to make a complaint and our process for resolving it.
Definitions
Compliment: An expression of satisfaction regarding our service.
Complaint: Any expression of dissatisfaction with our services, staff, or operations, irrespective of how it’s communicated.
Making a Complaint
Complaints can be made, ideally in writing by emailing complaints@simplyquote.co.uk or phoning 0800 464 7124.
To ensure clarity and prompt response, please describe the problem fully and include any relevant details of interactions with our service.
Complaint Handling Procedure
Stage 1: Initial Contact
When a complaint is received, the staff member who receives the complaint will first determine if the issue can be resolved immediately.
If immediate resolution is not possible, the complaint will be escalated to a formal process.
Stage 2: Formal Complaint
If your complaint cannot be resolved informally, you are encouraged to submit a formal complaint via our online form or by emailing our customer service team.
The complaint will be acknowledged in writing within 48 hours of receipt.
The complaint will be assigned to a customer service manager, who will investigate the matter thoroughly.
Stage 3: Investigation
The customer service manager will review all aspects of your complaint, including any interactions with our services or staff.
A detailed response will be provided within 14 days. If the investigation is likely to take longer, we will inform you of the delay and the reasons for it.
Stage 4: Final Resolution
After the investigation, a final decision will be communicated to you. We will offer explanations, apologies, or actions taken depending on the findings.
If the resolution is not satisfactory, you can escalate the complaint to a senior manager, who will review the case and make a final decision within an additional 14 days.
Confidentiality
All complaints will be handled sensitively, with only those directly involved in the complaint or its resolution having access to information about it.
Feedback
Once the complaint process is concluded, we may contact you to seek feedback on how it was handled to ensure continuous improvement in our service.
Contact Information for Complaints:
Email: complaints@simplyquote.co.uk
Phone: 0800 464 7124