How to complain

We know we're not perfect (though we do try!). If you have a problem, let us know, and we'll do our best to fix it

How to complain

Policy Expert is committed to delivering the highest standard of service to our customers. Our dealings with you should always be clear and easy to understand. However, we know that sometimes things go wrong, so we want to know if our service does not meet your expectations, and we’ll do our best to put it right.

We're so focused on making our service better that we treat any expression of dissatisfaction as a complaint, and will provide a response from our Complaints Department.

How to make a complaint

You can let us know you’re not happy in a few ways

  1. By sending a message through our support form
  2. By writing to:

    Complaints Department
    Policy Expert
    352-390 Silbury Court West
    Silbury Boulevard
    Milton Keynes
    MK9 2AF

  3. Or by phoning us on 0330 0600 600 or 0203 014 9300.

We’ll need a few things from you to look into your complaint:

  • Your contact details, including full name, address, postcode, phone number and email address (if you have one);
  • Your contact preference – please let us know how you want us to contact you regarding your complaint;
  • Your Policy Expert account number (and type of policy). This will help us find your records;
  • Details of what went wrong, in as much detail as you can. If you know the dates of your interactions with us, or key events which are relevant to your complaint, please include these in your complaint.

For more details on our complaints procedure, please click here.

Accessing your data

You have the ‘right of access’ to the personal data we hold on you. This will include information on any data we may have sourced indirectly, for example from the Claims and Underwriting Exchange (CUE) database. We can also provide your personal data in a structured format (as a csv file) if required. This is referred to as your ‘right to data portability’ under the Data Protection legislation.

If you would like to receive a copy of the data we hold on you please contact us on:

Email: optout@policyexpert.co.uk
Telephone: 0330 0600 680.
Address:

Complaints Department
Policy Expert
352-390 Silbury Court West
Silbury Boulevard
Milton Keynes
MK9 2AF

We will respond to your request as soon as possible, and at the latest within one month of receiving your request.

Complaints data publication

The table below shows how we’re handling customer complaints:
Firm name: Policy Expert.
Group (if applicable): QMetric Group Limited.
Other firms included in this report (if any): N/A.
Period covered in this report: 1 st April 2018 – 30th September 2018.

Products/service grouping Intermediation
(within the reporting period)
Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Banking and credit cards - - - - - - -
Home finance - - - - - - -
Insurance and pure protection 1.61 per 1000 policies sold 1007 1013 68% 32% 26% Category 2: General Admin & Customer Service
Decumulation and pensions - - - - - - -
Investments - - - - - - -
Credit related 0.001 per 1000 sold 1 1 100% - - Category 2: General Admin & Customer Service