Complaints Policy

Version 1.3

Our number one priority is to provide customers with the highest level of service. However, we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.

If you have a complaint about the service you received please contact us.

Post: Complaints Department, The Will Place, Jason Works, Clarence Street, Loughborough, Leicestershire, LE11 1DX.

Email: customer.service@thewillplace.co.uk

Phone:0303 223 3010

Website: https://www.thewillplace.co.uk

We may record and monitor calls.

If your complaint cannot be resolved straightaway we will:

• Acknowledge receipt in writing
• Confirm our understanding of your complaint
• State who will be handling it
• Give you the opportunity to provide any further information or documents.

NON-REGULATED INSURANCE PRODUCTS & SERVICES COMPLAINTS

We are not regulated by the Legal Ombudsman and you will not be able to make a complaint to them.

FINAL DECISION

If your complaint relates directly to something other than an insurance product or service then if you’re dissatisfied with our response, you must pursue the matter via other means as our final decision stands.

REGULATED INSURANCE PRODUCTS & SERVICES COMPLAINTS

THE FINANCIAL OMBUDSMAN SERVICE

If your complaint relates directly to an insurance product or service then if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of our final response letter.

The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help. We do our best to resolve complaints and only refer cases to the FOS for an adjudication where we cannot resolve the matter with you.

The FOS is also only able to consider certain categories of complaint, so the FOS might not be able to consider your complaint if:

• What you’re complaining about happened more than six years ago, and
• You’re complaining more than three years after you realised (or should have realised) that there was a problem.

If your complaint was made outside of these time limits, which is a matter for The Ombudsman to decide, The Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.

Further information on the services provided by the Financial Ombudsman Service can be found on their website: http://www.financial-ombudsman.org.uk or alternatively they can be contacted via:

Post:    The Financial Ombudsman Service, Exchange Tower, London. E14 9S

Phone:  0800 023 4567 or 0300 123 9123

Email:   complaint.info@financial-ombudsman.org.uk

ALTERNATIVE DISPUTE RESOLUTION (ADR) DIRECTIVE

Alternative Dispute Resolution (ADR) Directive. The ADR directive is European law, which means alternative ways of resolving contractual disputes between consumers and businesses are available.

The Financial Ombudsman Service (FOS) is the ADR provider for Financial Services in the UK and will provide a complaint handling service under the ADR Directive in addition to its role as an Ombudsman Service.

The Will Place Limited has decided to continue dealing with customer’s complaints when they are received rather than pass responsibility to the FOS under the ADR Directive. This does not affect customers’ statutory rights of referral to the FOS as outlined above.

Online Dispute Resolution Platform (ODR). Complaints about Financial Services firms may also be sent to the Online Dispute Resolution website; http://ec.europa.eu/consumers/odr.

Any complaints received via the ODR, will be forwarded to the FOS and then to The Will Place Limited. Complaints received by this method will be treated in the same way as those received through existing means.

CHANGES TO OUR COMPLAINTS POLICY
We keep our Complaints Policy under regular review. This policy was last updated on 21st October 2024. Historic versions can be obtained by contacting us.