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We’re here to help
Whenever possible, we will ensure that the root cause of the complaint is addressed and resolved for the individual customer and for other customers.
If you need to make a complaint
- Make it easy for you to tell us about your complaint
- Carry out a full investigation
- Consider our decision carefully
- Explain our conclusions to you clearly
- Ensure you’re treated fairly
- Learn from our mistakes
How soon will we deal with your complaint?
- Who will be dealing with your complaint
- When we will contact you again
If your complaint is particularly complex, we may need time to investigate it more fully. In these cases, if we’ve not sent you a full response within four weeks of receiving your complaint, we’ll contact you again to let you know how our investigations are on-going.
We resolve all complaints in a fair manner, and our final response will explain our conclusions to you clearly. However, if you’re unhappy after receiving our final response, or we haven’t resolved your complaint eight weeks after you first told us about it, you may have the right to refer your complaint to the Financial Ombudsman Service.
If you are unhappy with our final response and wish to refer to the Ombudsman, you must do so within six months of the date of our final letter.
You can contact the Financial Ombudsman Service at:
The Financial Ombudsman Service Exchange Tower, London, E14 9SR
How to contact us
service you can let us know by:
Telephone: 01902 371000
In writing: Compliance Manager, Paycare, Paycare House,George Street, Wolverhampton WV2 4DX
Please provide us with your name, address and policy number together with full details of your complaint.