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
1st Floor
Exchange House
450 Midsummer Boulevard
Milton Keynes
MK9 2EA
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:
- 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.
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 April 2023 – 30th September 2023
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 | 1.25 per 1000 policies sold | 2574 | 2684 | 21% | 72% | 24% | Category 1: Terms & disputed sums & charges |
Decumulation and pensions | - | - | - | - | - | - | - |
Investments | - | - | - | - | - | - | - |
Credit related | 0.003 | 6 | 4 | 0% | 67% | 50% | Category 2: General Admin & Customer Service |