Customer support
Complaints procedure
We aim to give you a clear, simple and reliable service. If something has gone wrong, we want to hear about it and put it right as quickly as we can. Here is how to complain and what happens next.
Post
5 South Charlotte Street
Edinburgh EH2 4AN
How to make a complaint
Get in touch using any of the details above, whichever suits you best. To help us look into things quickly and fairly, please include:
- Your name and the best way to reach you
- A clear description of what went wrong
- Any reference or policy numbers, dates and relevant emails
- What you would like us to do to put it right
What happens next
We will acknowledge your complaint promptly and look into it fairly. We may come back to you for more detail so we fully understand what happened.
We acknowledge it
We confirm we have received your complaint and start looking into it.
Resolved within three business days
If we can put things right by the close of the third business day, we send you a summary resolution communication confirming the outcome.
A final response within eight weeks
If it needs longer, we investigate and send a written final response as soon as we can, and no later than eight weeks after we receive your complaint.
If we cannot resolve your complaint
If you are unhappy with our final response, or eight weeks have passed and your complaint has not been resolved, you may be able to refer it to the Financial Ombudsman Service. The Ombudsman is free to use and independent, and it settles disputes between consumers and financial firms.
Financial Ombudsman Service
Website
Phone
0800 023 4567
Post
Exchange Tower, London E14 9SR
Lines are usually open 8am to 5pm, Monday to Friday.
You usually need to refer your complaint to the Ombudsman within six months of the date of our final response. There are also wider limits: in most cases the Ombudsman can only look at a complaint made within six years of the event, or within three years of when you became aware, or ought reasonably to have become aware, that you had cause to complain.
Referring a complaint to the Ombudsman does not affect your legal rights.
What you can complain to us about
You can complain to us if your complaint relates to Surely’s website, quote journey, communications, marketing, data handling, customer service or our insurance broking service.
If your complaint relates to advice, a policy, an underwriting decision, a cancellation, a claim, a premium, or the service provided by another insurer, broker or adviser partner, we may need to refer you to that firm. Where this applies, we will explain who is responsible and pass on their contact details where we can.
Who we are
Surely is a trading style of PJG Financial Limited, which is authorised and regulated by the Financial Conduct Authority under firm reference number 919697.
Surely is an insurance broker, not an insurer. We help customers compare life insurance and protection products from selected UK insurers, brokers and adviser partners, and we may receive a commission if you take out a policy. You can check our details on the FCA register.
Changes to this procedure
We may update this complaints procedure from time to time. The latest version is always available here on our website.