Complaints Procedure

Our Commitments to you 

Within our organisation our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen, and when they do, we will try to put things right as quickly as possible. 

This page tells you about how we deal with any complaints you any have and aims to demonstrate our commitment to customer service. 

If you have a complaint 

Please contact the operations director of the organisation. Your complaint will be taken seriously and we will make every effort to resolve the problem within 3 business days.

To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with your details of any Insurance purchased at an early stage. Occasionally we may ask you to outline your complaint in writing to ensure we have a thorough understanding of the facts. We will provide you with a Summary Resolution Communication (SRC) within 5 business days, outlining our findings and agreed resolution.

What happens if your complaint cannot be resolved right away in the organisation? 

There may be times when the resolution proposed is unacceptable to you, we will then need to carry out further investigations and will not be able to resolve your complaint straight away. If this is the case, we will ask you to make a formal compliant in writing and send it to us at Sat-Insure, Ultralase House, 71 The Avenue, Cliftonville, Northampton, NN1 5BT. Your compliant will be investigated and dealt with in the following way:

By Day 7

We will provide you with an acknowledgement letter that the complaint cannot be resolved informally.

By Day 28

In the unlikely event that your complaint has not been resolved at an earlier stage, our complaints manager will complete a review and write to you with a final response, if however, we are not in a position to do so, we will write to you explaining why we are not yet in a position to resolve the complaint and give you an indication of when we will make further contact. 

If you are still dissatisfied 

In the event that you remain dissatisfied, you may now have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge – but you must do so within six months of the date of this communication. If you do not refer your complaint in time, the FOS will not have permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the FOS believes that the delay was as a result of exceptional circumstances). Further details regarding the FOS can be obtained from their website at www.financialombudsman.org.uk.

Alternatively, the FOS may be contacted at: The Financial Ombudsman Service, Exchange Tower, London E14 9SR Tel: 0800 023 4 567