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

Only the highest of standards will do

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

Home insurance

Customer Relations
Policy Expert Home
Silbury Court West
352-390 Silbury Boulevard
Milton Keynes
MK9 2AF

Car insurance

Customer Relations
Policy Expert Motor
2 Parklands Avenue
Maxim 3
Eurocentral
ML1 4WQ

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

  1. Your Contact details, including full name, address, postcode, phone number and email address (if you have one);
  2. Your contact preference – please let us know how you want us to contact you regarding your complaint;
  3. Your Policy Expert account number (and type of policy). This will help us find your records;
  4. 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.

Complaints data publication

The table below shows how we’re handling customer complaints:

Firm Name:

Policy Expert

Group:

QMetric Group Limited

Other FIrms included in this report:

N/A

Period covered in this report:

1st October 2020 - 31st March 2021

Products/ service grouping

Intermediation (within the reporting period)

Banking and credit cards

-

Home finance

-

Insurance and pure protection

1.10 per 1,000 policies sold

Decumulation and pensions

-

Investments

-

Credit related

0.002 per 1,000 sold

Products/ service grouping

Number of complaints opened

Banking and credit cards

-

Home finance

-

Insurance and pure protection

1,252

Decumulation and pensions

-

Investments

-

Credit related

2

Products/ service grouping

Number of complaints closed

Banking and credit cards

-

Home finance

-

Insurance and pure protection

1,248

Decumulation and pensions

-

Investments

-

Credit related

1

Products/ service grouping

Percentage closed within 3 days

Banking and credit cards

-

Home finance

-

Insurance and pure protection

40%

Decumulation and pensions

-

Investments

-

Credit related

0%

Products/ service grouping

Percentage closed after 3 days but within 8 weeks

Banking and credit cards

-

Home finance

-

Insurance and pure protection

60%

Decumulation and pensions

-

Investments

-

Credit related

50%

Products/ service grouping

Percentage upheld

Banking and credit cards

-

Home finance

-

Insurance and pure protection

23%

Decumulation and pensions

-

Investments

-

Credit related

0%

Products/ service grouping

Main cause of complaints opened

Banking and credit cards

-

Home finance

-

Insurance and pure protection

Category 2: General Admin & Customer Service

Decumulation and pensions

-

Investments

-

Credit related

Category 3: Advising, Selling, Arranging