The Expert Insurance Group are committed to delivering the highest standards of customer care. We are always interested in our customer’s views. If you want to contact us you can contact our complaints manager as follows:-:
By email: enquiries@eig.email
By telephone: 01825 745 410
By post: 1 Horsted Square, Bellbrook Business Park, Uckfield, East Sussex, TN22 1QG
Our customers are important. They are the life blood of our business. Our staff are committed to making every effort to maintain the highest standards, however sometimes things can go wrong. We therefore have procedures in place to investigate and out right any concerns that arise.
If you ever find that you need to make a complaint we will:
Acknowledge any formal complaints in five working days or less
Review the mater fairly by a person of appropriate seniority and authority
Let you know who is looking after your complaint in our first response letter
Investigate and respond to you within four weeks or less of you making the complaint. this is not possible, we will write and explain why we have been unable to do this. We will also set out a time scale so you know when we will contact you again.
If we are unable to resolve your complaint in eight weeks, we will write to you explaining why this has not been possible. We will also advise you of your right to refer your complaint to the Financial Ombudsman Service.
Financial Ombudsman Service
If you still feel that we have not been able to resolve the matter to your satisfaction, after this process you may have the right to refer your complaint to the Financial Ombudsman Service; the address is:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
If you take any of the action above, it does not affect your statutory right to take legal action.
Online Dispute Resolution Platform
The European Commission has established an Online Dispute Resolution Platform (ODR Platform) http://ec.europa.eu/consumers/odr/index_en.htm that is specifically designed to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU and subsequently has a problem with that online purchase. The ODR platform will refer your complaint to the Financial Ombudsman Service who will pass it on to the Expert Insurance Group.