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.
You can let us know you’re not happy in a few ways
By writing to:
Or by phoning us on:
0330 0600 600
0330 0600 602
We’ll need a few things from you to look into your complaint:
For more details on our complaints procedure, please click here.
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: 1st April 2019 – 30th September 2019.
(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||-||-||-||-||-||-||-|
|Insurance and pure protection||1.17 per 1,000 policies sold||948||958||64%||35%||21%||Category 2: General Admin & Customer Service|
|Decumulation and pensions||-||-||-||-||-||-||-|
|Credit related||0.001 per 1,000 sold||1||1||100%||-||-||Category 2: General Admin & Customer Service|