What to do if you have a Complaint
It is the intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you can call, email or to write to us:
Customer Relations Department
PlanProtect Limited, Brookfield Court, Selby Road, Leeds, West Yorkshire, LS25 1NB
Tel: 0333 400 9070
customerrelations@Bspokegroup.co.uk
Our commitment to you
We are committed to delivering the highest standard of service to all of our customers. However, should you need to complain about the sale or handling of your policy we want to ensure that it is dealt with quickly and fairly.
How to complain
To make a complaint about your insurance policy, please contact us using any of the contact methods above. There are a few things we’ll need from you so it will help to have this information to hand if you do raise a complaint;
- The product you are complaining about.
- Your policy number. This will help us to find your details easily and establish how best to help you.
- Details of what went wrong. Please aim to provide as much detail as you can relating to your complaint and any key events.
- How can we contact you? Your preferred method of contact, should we need to speak with you further.
In all correspondence please tell us you are insured by PedalPlan Insurance and provide the reference number 20089B along with the unique policy number from your policy schedule. This will help us to confirm your policy details and deal with your claim as quickly as possible.
If your complaint is about the handling of; A Personal Accident or a Public Liability claim occurring in the UK, please contact:
Kennedys Law LLP
6 Queen Street
Leeds LS1 2TW
Tel: 0343 227 0850
Email: legalclaims@pedalplaninsurance.co.uk
If you have a complaint about the handling of any other claim, please contact:
Davies Group Customer Relations
PO Box 2801
Stoke-on-Trent
ST4 9DN
Tel: 0343 227 0849
Email: claimscomplaints@pedalplaninsurance.co.uk
If you are unhappy with the outcome of your complaint or if the investigation into your complaint is not completed within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service for settling disputes between customers and financial services providers. Please note that if you wish to refer your complaint due to you being unhappy with the outcome of the complaint you must refer to the Financial Ombudsman Service within 6 months of receiving a final response letter. Further information can be found here www.financial-ombudsman.org.uk