1.0 Assure and General Complaints Procedure

1.1 Assure and General is committed to giving you the highest standards of service and customer care. If a client or service provider does not think we have succeeded in achieving this we encourage their feedback to enable us to rectify any concerns and improve upon services. A complaint is considered to be treated as a complaint when an expression of dissatisfaction is expressed in writing by the client or on behalf of the client.

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2.0 Procedure

2.1 Complaints can initially be expressed verbally, however, a formal complaint will need to be confirmed in writing by the complainant.

2.2 Complaints need to be directed to our Compliance Manager Md Amir Khan and can be either e-mailed or posted to the following:

2.3 Assure and General

Your Home Cover Limited, 31 Bridge Street, Hitchin, England, SG5 2DF.

2.4 info@yourhome-cover.co.uk

2.5 Assure and General staff are aware of the complaints procedure and will guide complainants through the formal review process should that be appropriate.

2.6 Complainants are encouraged to provide details about themselves so that we can directly attempt to redress the potential problem, however, anonymous complainants will be considered with equal value and will be used to make future service improvements where required.

2.7 Complainants are also encouraged to advise Assure and General and in regards to what action they would like us to take to resolve their complaint.

2.8 Upon receipt of the formal complaint, Assure and General will issue an acknowledgment within a timescale of 5 working days.

2.9 Assure and General aims to start an investigation on the complaint upon receipt and aims to respond to the complainant within a timescale of 4 weeks. If Assure and General are unable to meet this timescale an update will still be sent to the complaint to ensure they are aware of the complaint’s progress.

2.10 Assure and General aims to send a final response within a timescale of 8 weeks of receiving the formal complaint. If Assure and General is unable to meet this timescale an update will still be sent to the complainant to ensure they are aware of the complaints progress.

2.11 Assure and General take more than 8 weeks after receiving the complaint to reply to the complainant, or the complainant does not think the Assure and General outcome has resolved the complaint, Assure and General advises the complainant to take further action with the Financial Ombudsman Service (FOS) and provides details of how to do so.

2.12 Assure and General record all complaints on the client’s file where possible and also within a central database. Actions and outcomes of these complaints are also recorded.

2.13 Any complaints to Assure and General will be reviewed and will be used to make future service improvements where required.

2.14 Assure and General will use GABRIEL (Gathering Better Regulatory Information Electronically) as required by the Financial Conduct Authority (FCA) to report on volumes of complaints.

2.15 Should complaints to Assure and General highlight any particular areas of concern/improvement, necessary remedial action will be taken.

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3.0 Compliments

3.1 Compliments can initially be expressed verbally.

3.2 Compliments can be sent directly to the adviser via the contact details provided

3.3 Compliments can also be directed to:

By email info@yourhome-cover.co.uk, or by post at Your Home Cover Limited, 31 Bridge Street, Hitchin, England, SG5 2DF.

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