Complaint Procedure

Your views are important to us and if we do not deliver to the high standard of service you should expect from Hiscox, or if we make a mistake, we want to know. We will investigate your complaint and try to resolve the problem as quickly as possible.

How we handle complaints

Step 1:

Please contact us at your earliest convenience with the following information:

Your policy number and/or claim reference number (if you have one)
Your full name, address and telephone number
Details of any previous correspondence you’ve had with us
Details of your problem or complaint

We will try to give you an answer there and then, but if this is not possible we will take full details from you and arrange for the problem to be investigated.

You can contact us in one of the following ways:

In writing

Fasttrack Finance
Fasttrack House
Comberton Road
Barton
Cambs
CB23 7BA

By phone

01223 665890

By email
customercare@fasttrackfinance.co.uk

Step 2:

We will try to resolve your complaint straight away. However, if it requires a more in-depth investigation, then we will aim to give you our final response within four weeks. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

Step 3:

We hope that you’ll never have to do this, but if you’re not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may have the right to refer your case to the Financial Ombudsman Service.

You can contact them in one of the following ways:

In writing:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE

By phone: 0800 023 4 567

By email: complaint.info@financial-ombudsman.org.uk

Website: http://www.financial-ombudsman.org.uk

Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.

If you have bought your insurance online, you can also register your complaint with the Online Dispute Resolution website, which has been set up by the European Commission.

We also publish our complaints data which includes information on how many complaints we’ve received and responded to over a 6 month period.