Complaints

At The Insurance Emporium, we like to think that we go out of our way to give our customers the best service, but we know that we can’t always get every single thing right. If anything does go wrong we want to get it cleared up as easily and efficiently as possible.

Should you have a complaint about any aspect of our service, just follow our simple 3 step process and we can try to sort it out for you.

  • Get in touch with us by email on feedback@emporium.co.uk or send a letter addressed to the Chief Executive Officer to;
    The Insurance Emporium
    Thorpe Underwood Hall
    Ouseburn
    York
    YO26 9SS
  • We’ll get back to you within 3 days of receipt to let you know that we’ve got your complaint.
  • After that, we have 8 weeks to either resolve your issue or give you a final decision.

In the event that you’re still not satisfied with our resolution or decision, you can take your complaint to the Financial Ombudsman Service. Please note, you must do this within six months of the date of the Chief Executive Officer’s final response.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

www.financial-ombudsman.org.uk
http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Tel: 0800 023 4567 or 0300 123 9123
complaint.info@financial-ombudsman.org.uk

A lunar monthly policy runs for, and premiums are collected on, equal periods of 28 days. This type of policy renews every 28 days.

Runs for 365 days from the commencement date and time shown on Your policy schedule; automatically renews annually.