Complaints

At TempSure Insurance, we are committed to providing excellent service to all our customers. We take all complaints seriously and aim to resolve them fairly and promptly. This page explains how to make a complaint and how we will handle it.

You can make a complaint in the following ways: **Online**: Complete our online complaints form on this page **Email**: Send your complaint to complaints@tempsureinsurance.com **Phone**: Call us on +44 (0) 800 123 4567 (Monday to Friday, 9am to 5pm) **Post**: Write to us at TempSure Insurance, 123 Insurance Street, London, UK, SW1A 1AA Please include: - Your policy number or reference - A clear description of your complaint - What outcome you are seeking - Any relevant documentation

Once we receive your complaint: **Acknowledgment**: We will acknowledge your complaint within 5 working days and provide you with a unique reference number. **Investigation**: We will investigate your complaint thoroughly, which may involve reviewing your policy, speaking with relevant staff, and examining any documentation. **Response**: We aim to provide a full response within 8 weeks. If we cannot resolve your complaint within this time, we will keep you informed of our progress. **Resolution**: We will provide a clear explanation of our findings and any actions we will take to resolve your complaint.

Our complaint handling process follows these steps: 1. **Receipt and Acknowledgment**: We log your complaint and send an acknowledgment with a reference number 2. **Investigation**: Our complaints team investigates your concerns thoroughly 3. **Review**: Senior management reviews complex complaints 4. **Decision**: We make a fair decision based on all available information 5. **Response**: We provide a clear, written response explaining our decision 6. **Follow-up**: We follow up to ensure you are satisfied with the resolution

If you are not satisfied with our response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service that can help resolve disputes between financial services companies and their customers. **Financial Ombudsman Service** - Website: www.financial-ombudsman.org.uk - Phone: 0800 023 4567 - Email: complaint.info@financial-ombudsman.org.uk - Address: Exchange Tower, London, E14 9SR You must refer your complaint to the FOS within 6 months of receiving our final response.

There are time limits for making complaints: - You should make your complaint as soon as possible after the issue arises - We can consider complaints made up to 6 years after the event (or 3 years from when you became aware of the issue) - If you wish to refer your complaint to the Financial Ombudsman Service, you must do so within 6 months of our final response

We handle complaints relating to: - Policy administration and service issues - Claims handling and decisions - Premium calculations and charges - Cancellation and refunds - Communication and customer service - Data protection and privacy concerns - Any other aspect of our service

We are committed to: - Treating all complaints fairly and impartially - Investigating complaints thoroughly and promptly - Providing clear, honest, and transparent responses - Learning from complaints to improve our service - Complying with all regulatory requirements - Maintaining confidentiality throughout the process

For complaints or queries about our complaints process: **Complaints Department** - Email: complaints@tempsureinsurance.com - Phone: +44 (0) 800 123 4567 - Hours: Monday to Friday, 9am to 5pm - Address: TempSure Insurance, 123 Insurance Street, London, UK, SW1A 1AA **General Enquiries** - Email: info@tempsureinsurance.com - Phone: +44 (0) 800 123 4567