Logging a complaint


Everyone at GoSkippy Insurance is committed to providing you with excellent customer service, but we accept that occasionally things go wrong. We take all complaints seriously and have a commitment across our business to treat all customers fairly. Where we have made a mistake we want to put things right quickly so we welcome your feedback.

How do you log a complaint?

We do not want to put any barriers in your way and therefore you can complain via our online form, letter or telephone. As you would expect the telephone or online form is the quickest way and the faster we hear from you the faster we will be able to understand your concerns and give you a fair response.

Online Form

Fill in the online form and submit it direct to us. Please ensure you provide a telephone number so we can contact you as soon as possible.


Telephone

Call and speak to one of our experienced complaints handlers in the Customer Journey Team on 0344 776 5725. Please have to hand your client reference number, we will also require your name, address and contact number.

The Customer Journey Team opening hours are:
Monday – Friday 9:00am until 5:30pm

However any member of staff will be happy to help you outside of these hours – the call centre opening hours are:

Monday – Thursday 9:00am until 8:00pm
Friday 9:00am until 7:00pm
Saturday 9:00am until 4:00pm
Bank holidays 10:00am until 4:00pm


By Letter

If you prefer to put your concerns in a letter please write to:
The Quality Manager
GoSkippy Insurance
Lysander House,
Catbrain Lane,
Bristol BS10 7TQ

 

In order for us to deal with your complaint as quickly as possible please include the following information in your letter.

  • A Brief overview of your issue
  • What you would like us to do to resolve it
  • Your name and address
  • A daytime telephone number and the best time to call you on
  • Your client reference number or policy number – these details can be found on your policy documents

We need this information to help us understand what went wrong for you and to enable us to investigate your concerns with the appropriate people.


Our promise to you

We will:

  • Acknowledge all complaints promptly.
  • Investigate quickly and thoroughly.
  • Keep you informed of progress.
  • Do everything possible to resolve your complaint.
  • Use the information from your complaint to pro-actively improve our service in the future.

 

Complaints Handling Procedure GoSkippy

 

At GoSkippy Insurance we try our best to resolve every complaint to the highest standard. However, should you still have concerns you may be entitled to refer it to the Financial Ombudsman Service. Please address your complaint in writing to:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London E14 9SR
Tel: 0800 023 4567 (from a landline) or 0300 123 9 123 (from a mobile)
Email: [email protected]
Website: www.financial-ombudsman.org.uk