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Your concerns and problems are important to us. It’s quick and easy to let us know what went wrong and how we can fix it.
Just let us know:
Please email any issue to: complaints@sbs-claims.co.uk.
We will address your issue promptly and efficiently.
Some issues may meet the definition of a complaint under the guidelines set out by the Financial Conduct Authority (FCA).
If your issue fits this definition and we can't resolve it quickly, we'll follow an FCA-approved process to ensure it receives proper attention.
We’ll:
· Acknowledge your complaint promptly.
· Assign a dedicated specialist to review it.
· Conduct a thorough and unbiased investigation.
· Keep you informed about the progress of the investigation.
· Strive to resolve the issue as quickly as possible.
Our objective is to resolve your issue efficiently. However, if SBS cannot address your complaint promptly, it will be escalated to your insurance company for further investigation in accordance with FCA guidelines.
If you’re not satisfied with our investigation or you think there’s additional information that could help give us more clarity, we’re happy to review our response.
You may contact the Financial Ombudsman Service, depending on the nature of your complaint. This applies if you have received a final response and are still dissatisfied with the outcome.
Should we be unable to resolve your complaint within 8 weeks, you have the right to request a review by the Financial Ombudsman Service. This service is free and impartial. While we are legally obligated to accept their decision, you are not bound by it. Seeking their assistance will not affect your legal rights.
https://www.financial-ombudsman.org.uk/consumers/complaints-can-help