Bolt Cover Complaints Policy
At Bolt Cover we believe we have a moral responsibility to offer fair, great value insurance to our customers, with a quick and thorough claims process should anything go wrong.
Aside from being an FCA requirement, we believe this is the right thing to do – if we let you down in any way then we want to know about it so we can put it right.
Jamie Hamer
Co-founder & CEO
How To Make A Complaint
You can make a complaint with us any time and it is our policy to address all complaints promptly and fairly. Our complaints process aligns with our regulatory obligations and ensures that your additional rights, if applicable, are respected.
What happens next?
Respond in 3 working days
We will promptly review your complaint and contact you to determine if we can resolve it within three working days.
5 working days
If we believe that your complaint is not related to our products or services, we will notify you within five working days and assist you in identifying the appropriate entity to address your concern.
Agree within 3 days
If both parties agree, we will issue a Summary Resolution Communication Letter within three days. This letter also explains how you can refer your complaint to the Financial Ombudsman Service (FOS) if you remain dissatisfied.
8 weeks
If we cannot provide a final response within eight weeks, we will explain the reasons for the delay and outline your rights to refer the matter to the Financial Ombudsman Service.
Timeframe notification
If we are unable to resolve your complaint within three working days, we will provide an estimated time frame for our final response. We will keep you informed of any delays that may affect the resolution process.
Resolution
Our final response aims to comprehensively address all aspects of the complaint and, if the complaint is upheld, offer a proposed resolution.
Financial Ombudsman Service
You may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) in the unlikely event that we are unable to resolve your complaint to your satisfaction.
Website
Further details on the FOS can be found on its website at:
Contact details:
Alternatively, you can contact
the FOS at:
Address:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR