How to make a complaint – We’re here to listen and help

Complaints Policy

At Quotall, we strive to provide excellent service and ensure you have peace of mind with our insurance products. However, if something goes wrong and you’re not satisfied, we want to hear from you. Your feedback helps us improve and resolve any issues you experience.

We take complaints seriously and have a fair, transparent process for handling them. As part of the Movo Partnership insurance broker network, we adhere to their complaints procedures. Movo Partnership is authorised and regulated by the Financial Conduct Authority (FCA), ensuring we meet high standards of professionalism.

If you wish to make a complaint, please contact our Complaints Manager, Lea Cheesbrough, using one of the following methods:

We’ll work to resolve your complaint as quickly and fairly as possible, following our formal complaint handling procedures.

Submit a complaint

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How We Handle Your Complaint

We aim to resolve complaints immediately or within three business days of receipt. If we do, we’ll send a confirmation email summarising the resolution.

If it takes longer, we will:

  • Send an acknowledgement email within five business days with the contact details of the person handling your complaint.
  • Keep you informed of our investigation progress.
  • Provide a final response within eight weeks, detailing our decision and the reasons behind it.

If we can’t provide a final response within eight weeks, we’ll explain the delay and let you know when to expect a resolution.

Our investigations will consider any financial loss or material inconvenience you have experienced. Our final response will set out whether your complaint is upheld or not, along with the reasons for our decision.

What to Do if You’re Not Satisfied

If you’re unhappy with our response, you may refer your complaint to the Financial Ombudsman Service (FOS) free of charge if you are:

  • An individual consumer
  • Acting outside your trade, business, craft, or profession
  • A micro-enterprise with fewer than 10 employees and an annual turnover/balance sheet of less than €2 million
  • A charity with an annual income of less than £1 million
  • A trustee of a trust with assets under £1 million
  • A consumer benefiting from a group policy as a member of a business, charity, or trust

The FOS is an impartial service that reviews complaints based on the evidence provided by you and us.

Conditions and Time Limits:

  • You can contact the FOS after receiving our final response or if we haven’t resolved your complaint within eight weeks.
  • You must contact the FOS within six months of our final response. Beyond this, the FOS may not consider your complaint unless exceptional circumstances apply.
  • Complaints about issues older than six years or those brought more than three years after becoming aware of a problem may also be excluded.

Contact the FOS:

You can find more information in the FOS leaflet, “Your Complaint and the Ombudsman”. We can also provide a hard copy upon request.

Complaints About Lloyd’s of London Policies

If your policy is underwritten by Lloyd’s of London, you may escalate your complaint to Lloyd’s before contacting the FOS. Lloyd’s offers a free, impartial complaint resolution service:

Contact Lloyd’s:

Complaint Process:

  1. Stage 1: Underwriters will review your complaint and aim to respond within 14 days.
  2. Stage 2: If unsatisfied or no response is received within 14 days, Lloyd’s will conduct a full review and provide a final response.

If you remain dissatisfied with Lloyd’s final response, you can escalate your complaint to the FOS, provided you do so within six months.

Your Feedback Matters

Your feedback helps us improve and ensures we can address any issues promptly. We value your trust and will continue working to provide the high-quality service you deserve. Thank you for choosing Quotall as your insurance partner.