1. 1.1Objective
   
   

The objective of our Complaints Policy is to resolve all complaints quickly and fairly, wherever possible without recourse to formal investigations or external bodies. We therefore aim to ensure that:

1. There is a clear and fair procedure for any customers who wish to make a complaint about Unisure, our insurance solutions, our customer service or about our employees and/or contractors;
   
   

1. Making a complaint is a simple process, following a well-documented, easily understood procedure;
   
   

1. Everyone working with or for us knows how to handle complaints made by our customers;
   
   

1. All complaints are handled timeously, equally and fairly; and
   
   

1. We learn from complaints to improve our service and avoid situations being repeated in the future.
   
   

1. 1. 1.2Unisure’s definition of a complaint
      
      

We define a complaint as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.

A complaint arises in a situation or instance where either an individual or organisation considers the solution, and/or service, provided by Unisure to have fallen short of their reasonable expectations, and wishes to express their dissatisfaction.

Complaints may relate to any of our activities and may include (but not be limited to):

1. The quality of customer service you have received from us;
   
   

1. The behaviour and/or professional competence of our employees and contractors;
   
   

1. Delays or other problems associated with our administration of insurance solutions; and
   
   

1. Delays or other problems associated with the provision of services.
   
   

The following scenarios are not complaints and should therefore be addressed accordingly:

1. General queries about our administration of insurance solutions and/or services. These should be directed to info@unisuregroup.com;
   
   

1. Formal requests for the disclosure of information, for example, under Data Protection legislation. For more information on data subject requests, please refer to our Data Protection Policy; and
   
   

1. Matters concerning contractual or other legal disputes.
   
   

1. 1. 1.3How Unisure handles complaints
      
      

Our aim is to always resolve complaints to your satisfaction without further recourse to external resolution. If you are not satisfied with the resolution of your complaint, we will inform you of the next steps you should take for external resolution with the applicable regulatory authority responsible for supervision of the solution or service to which your complaint relates.

1. 1. 1.4Registering a Complaint with Unisure
      
      

Please see our contact details below if you ever need to complain or register a complaint:

By email: complaints@unisuregroup.com
By telephone: +44 (0) 207 118 1455

Lines are open 08:30 to 17:30 UK time, Monday to Friday excluding UK bank holidays.

By post: Unisure Limited, 40 Gracechurch Street, London, EC3V 0BT

All complaints should include the following details:

1. Your full name, address, telephone number and email address. All formal communication related to your complaint will be via email.
   
   

1. If you are making a complaint on behalf of someone else, include that person’s name and contact details, as well as your own. You should also detail the relationship between you and the person you are acting on behalf of.
   
   

1. If you are making a complaint about a particular transaction, include the Customer Reference Number (Policy Number/Quote Number/Claim Number/Other Reference).
   
   

1. If you are making a complaint about an employee or contractor, include the name and, where appropriate, position of that employee or contractor.
   
   

1. Full details of your complaint, including details of all applicable times, dates, events, and people involved.
   
   

1. Any supporting documents or other evidence you feel is applicable or relevant in support of your complaint.
   
   

1. Details of what you would like us to do to resolve your complaint.
   
   

You should understand that while we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond our contractual or legal obligations.

1. 1. 1.5Unisure Complaints Process – Timings
      
      

The response times below apply to registered complaints in relation to Unisure only. We will only register a complaint as received once we have sufficient information from you to conduct an effective investigation to resolve your complaint.

We will acknowledge the registration of your complaint within three working days of receiving it and provide you with a Complaints Reference. All correspondence will be via email unless you advise us that you wish to correspond via other methods.

Complaints that are directed to our insurance partners and/or to other external bodies (as listed in the table above) will be subject to the timings of those individual companies and/or institutions.

1. 1.5.1We will inform you who will handle your complaint and with which entity it relates to. This may be the person to whom you directed your complaint, or we may delegate the task to an appropriate member of our team. Please contact this person if you wish to check on the progress of your complaint.
   
   

1. 1.5.2If your complaint relates to a specific employee or contractor, we will inform them of your complaint and give them a fair and reasonable opportunity to respond. Until your complaint has been resolved, please do not contact that employee or contractor directly; all communication concerning your complaint should only take place through the person handling it.
   
   

1. 1.5.3We may ask you for further information, clarification or evidence to assist us with our investigation. If we do, we ask that you provide this as soon as possible to avoid delays. If you are unable to provide this for any reason, we will use all reasonable efforts to proceed without it.
   
   

1. 1.5.4Once we have registered your complaint, we will fully investigate the matter you have brought to our attention and endeavour to send a final response within 4 weeks of receipt of your complaint. If we are unable to provide a final response within this time, we will send an update.
   
   

1. 1.5.5We will endeavour to send a final response within 8 weeks of receipt of the complaint. If we are unable to provide a final response within this time frame, we will explain why and advise you when to expect a final response.
   
   

1. 1. 1.6Unisure Complaints Process – External Resolution
      
      

In the unlikely event that the above steps fail to resolve any issues within 8 weeks, you may refer the matter to the UK Financial Ombudsman Service (UK FOS).

See below for the main contact details and ways to make a complaint with UK FOS.

Online: https://www.financial-ombudsman.org.uk/make-complaint
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0300 123 9123
Post: Exchange Tower, London, E14 9SR

Further information on the complaints process with the UK FOS can be found in their consumer leaflet “Want to take your complaint further?”.

For additional ways to contact the UK FOS, refer to their website: https://www.financial-ombudsman.org.uk/contact-us.

1. 1. 1.7Unisure Confidentiality and Data Protection
      
      

All complaints and related information are treated with the utmost confidence and will only be shared with those who need to know to effectively handle your complaint. We may ask for your permission to use anonymised details (with your personal details removed) of your complaint for internal training and quality improvement purposes. All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of applicable Data Protection legislation.

Please refer to the previous table for guidance on the insurance partner responsible for the product and/or claims adjudication to which your complaint relates.

All complaints in relation to our insurance partners and/or claims adjudication conducted by our insurance partners must be first registered with Unisure (complaints@unisuregroup.com).

Please provide the following information:

1. Your full name, address, telephone number and email address. All formal communication related to your complaint will be via email.
   
   

1. If you are making a complaint on behalf of someone else, include that person’s name and contact details, as well as your own. You should also detail the relationship between you and the person you are acting on behalf of.
   
   

1. If you are making a complaint about a particular product and/or claims adjudication, include the Customer Reference Number (Policy Number/Quote Number/Claim Number/Other Reference).
   
   

1. If you are making a complaint about an employee or contractor of our insurance partners, include the name and, where appropriate, position of that employee or contractor.
   
   

1. Full details of your complaint, including details of all applicable times, dates, events, and people involved.
   
   

1. Any supporting documents or other evidence you feel is applicable or relevant in support of your complaint.
   
   

1. Details of what you would like our insurance partner to do to resolve your complaint.
   
   

We will acknowledge the registration of your complaint within three working days of receiving it and provide you with a Complaints Reference.

We will advise the relevant insurance partner of your complaint and you will then be advised by the relevant insurance partner of their own complaints process and how to conduct a complaint.

We may, at the request of the insurance partner, continue to correspond with you on their behalf.

Please refer to the previous table for guidance on the regulatory authority responsible for supervision of the insurance partner to whom your complaint relates. If you are unsure, we will advise you which regulatory authority you should contact to escalate your complaint.

1. 3.1Scottish Friendly Assurance Society Limited
   
   

If Scottish Friendly Assurance Society Limited cannot resolve your complaint within their specified deadlines, you may refer the matter to the UK Financial Ombudsman Service.

See section 1.6 for contact details and further information.

1. 3.2Guardrisk Insurance Company and Guardrisk Life International Limited
   
   

If Guardrisk cannot resolve your complaint within their specified deadlines, or you are not satisfied with their proposed resolution to your complaint you may refer the matter to the Office of Ombudsperson for Financial Services (Mauritius).

See below for the main contact details and ways to make a complaint with the Office of Ombudsperson for Financial Services (Mauritius).

Online: https://ofsmauritius.govmu.org/ofsmauritius/
Email: ombudspersonfs@ofsmauritius.org
Phone: +230 460 0473
Post: SICOM Tower, Wall Street, Ebene 72201, Mauritius

Further information on the complaints process with the Office of Ombudsperson for Financial Services (Mauritius)can be found on their website: https://ofsmauritius.govmu.org/ofsmauritius/.

Complaints falling outside the purview of the Office of Ombudsperson for Financial Services (Mauritius), in respect of licensee(s) of the Financial Services Commission (FSC), may be filed with the FSC via their online form: https://www.fscmauritius.org/en/consumer-protection/complaints-handling.

1. 3.3Best Meridian Insurance
   
   

If Best Meridian Insurance cannot resolve your complaint within their specified deadlines, or you are not satisfied with their proposed resolution to your complaint you may refer the matter to the relevant regulatory body. For policies written prior to September 2024, this is the Cayman Islands Monetary Authority. For policies written after September 2024, this is the Puerto Rico Office of the Commissioner of Insurance.

See below for the main contact details and ways to make a complaint with the Cayman Islands Monetary Authority.

Online: https://www.cima.ky/complaints
Phone: +1 (345) 949 7089
Post: P.O. Box 10052, Grand Cayman, KY1-1001, Cayman Islands

See below for the main contact details and ways to make a complaint with the Puerto Rico Office of the Commissioner of Insurance.

Online: https://www.ocs.pr.gov/en-us
Phone: +1 (888) 722 8686
Post: P.O. Box 195415, San Juan, PR 00919-5415

If you require further information about any aspect of our Complaints Policy and Procedure, please contact us by email at complaints@unisuregroup.com.

Senior Management of Unisure Limited are responsible for this Complaints Policy and Procedure and its implementation.

This Complaints Policy and Procedure was last reviewed in January 2025 and is reviewed at least annually.