Our commitment to you – resolution of complaints
We are committed to providing you with a high quality service and we want to make sure that we maintain this at all times. If you feel that we have not provided a first class service and your complaint relates to the terms and/or conditions of your Motor Policy or to a claim under your Motor Policy, please write to us, quoting the policy number shown in your Schedule, at the following address:
The Chief Executive Officer
Premier Insurance Company Limited,
First Floor, Majestic Ocean Plaza,
We will either acknowledge your complaint within three working days of receipt, or offer you our final response if we have concluded our investigations within this period.
If we acknowledge your complaint, we will advise you who is dealing with it and when we expect to respond. We aim to respond fully within eight weeks. However, if we are unable to provide a final response within this period we will write to you before this time and advise why we have not been able to offer a final response and how long we expect our investigations to take.
If you remain unhappy with our final response, or we have not managed to provide a final response within eight weeks of your complaint, you may refer your complaint to the Financial Ombudsman Service for help and advice.
There are several ways you can contact them:
0800 023 4567 or 0300 123 9123
The Financial Ombudsman Service
Please always quote your Motor Policy number as it will help us to deal with your enquiry or complaint promptly.
Contacting the Financial Ombudsman Service will not affect your right to take legal action against us.
Law applicable to this Motor Policy
Unless we have agreed otherwise with you, this insurance is governed by the law applying in the particular country in the United Kingdom you live in. If there is any dispute over which law is to apply to this insurance it will be English law. We will not cover any payments that are awarded by a court in a country outside of the United Kingdom unless your cover has been extended to that country under the Driving Abroad section of this Motor Policy.