Our team are here and ready to help.
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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.
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Including full name, address, postcode, phone number and email address (if you have one);
Please let us know how you want us to contact you regarding your complaint;
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.
Firm Name: Policy Expert
Group: QMetric Group Limited
Other Firms included in this report: N/A
Period covered in this report: 1st July 2025 – 31st December 2025
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 | 1.51 per 1000 policies sold | 3696 | 3919 | 24% | 75% | 38% | Category 2: General Admin & Customer Service |
Decumulation and pensions | - | - | - | - | - | - | - |
Investments | - | - | - | - | - | - | - |
Credit related | 0.0041 | 10 | 10 | 10% | 90% | 50% | Category 2: General Admin & Customer Service |
Products/ service grouping | Intermediation (within the reporting period) |
|---|---|
Banking and credit cards | - |
Home finance | - |
Insurance and pure protection | 1.51 per 1000 policies sold |
Decumulation and pensions | - |
Investments | - |
Credit related | 0.0041 |
Products/ service grouping | Number of complaints opened |
Banking and credit cards | - |
Home finance | - |
Insurance and pure protection | 3696 |
Decumulation and pensions | - |
Investments | - |
Credit related | 10 |
Products/ service grouping | Number of complaints closed |
Banking and credit cards | - |
Home finance | - |
Insurance and pure protection | 3919 |
Decumulation and pensions | - |
Investments | - |
Credit related | 10 |
Products/ service grouping | Percentage closed within 3 days |
Banking and credit cards | - |
Home finance | - |
Insurance and pure protection | 24% |
Decumulation and pensions | - |
Investments | - |
Credit related | 10% |
Products/ service grouping | Percentage closed after 3 days but within 8 weeks |
Banking and credit cards | - |
Home finance | - |
Insurance and pure protection | 75% |
Decumulation and pensions | - |
Investments | - |
Credit related | 90% |
Products/ service grouping | Percentage upheld |
Banking and credit cards | - |
Home finance | - |
Insurance and pure protection | 38% |
Decumulation and pensions | - |
Investments | - |
Credit related | 50% |
Products/ service grouping | Percentage upheld |
Banking and credit cards | - |
Home finance | - |
Insurance and pure protection | Category 2: General Admin & Customer Service |
Decumulation and pensions | - |
Investments | - |
Credit related | Category 2: General Admin & Customer Service |