Complaints
We are committed to providing a high-quality service to all those who contact us.
We welcome feedback from our beneficiaries applying for our support and we take complaints and negative comments very seriously. We are always keen to hear how we can improve our services and of any situations where we have not provided the service beneficiaries deserve and expect. We will ask for feedback regularly from those who access our services at the time of communication around support or in an annual survey to beneficiaries.
This beneficiary complaints policy and procedure principally covers people who have come to The Insurance Charity for advice, guidance or financial support.
Anyone else who comes into contact with The Insurance Charity in terms of wider relationships that the charity holds (i.e. donor, partner, service provider etc) will be dealt with under a separate complaints policy. Complaints regarding members of staff are also considered separately under the charity’s suite of HR policies and data / GDPR-related issues are also covered by specific policies.
Making a complaint will not affect, in any way, the level of service you receive from us nor will it affect the chances of using our services or receiving assistance from us in the future.
If your complaint is not suitable for our process, we will still carefully consider the points you have raised. Our Chief Executive will explain to you why your complaint may not be investigated under this policy.
How we review complaints
This policy and procedure sets out how we consider and review complaints from beneficiaries. We will treat people who feel the need to complain with respect and without prejudice.
As part of a complaints policy and procedure, issues may arise which have a bearing on The Insurance Charity’s policies and procedures. Where this is the case, as well as dealing with the merits of the specific case, the issues raised will be considered so that policy or procedures can be reviewed and adjusted if deemed appropriate.
Complaints Procedure
If you have been unhappy with any aspect of our handling of your circumstances, apart from the level of payments awarded, given that this is at the complete discretion of our Board, we would welcome hearing from you either by letter (Chief Executive, The Insurance Charity, Fifth Floor, 72 Cannon St, London, EC4N 6AE) or email:
info [at] theinsurancecharity [dot] org [dot] uk
- Please provide your full name and contact details.
- Please detail as fully as possible your complaint.
- Please confirm, if known, the name(s) of any individual(s) who have given you reason to complain.
- Please confirm how matters could be put right for you.
Our commitment to you
- We will sympathetically consider all complaints.
- Initially, the matter will be looked into by a paid member of staff, whose name will be advised to you. If the matter cannot be resolved at this level, it will be passed to an unpaid Board member, whose name will be advised to you. If the matter cannot be resolved at this level and is of sufficient concern, it will be passed to a senior employee in the insurance industry who is independent of the Charity.
- We will investigate the matter at the initial level and refer back to you within three weeks of your complaint. If the matter subsequently needs to be referred to a Board member or independent employee in the insurance industry, we will confirm the timescale to you.
- We will offer appropriate redress whenever a complaint is upheld. If, as a result of our actions, there has been a genuine financial loss, financial compensation will be assessed.
- Despite our best efforts, there may be a small number of occasions when we can investigate a complaint no further. This would be, for example, where we have reasonably considered the complaint in the framework of our agreed procedure, and there are no further steps we can take in the matter. It will be made clear to you when this stage is reached.
If you wish to make a complaint about our eligibility criteria or policies, rather than the way a decision has been made or a problem with the delivery of service, we will not consider it under our complaints procedure. You may wish to give feedback to our Chief Executive by emailing:
info [at] theinsurancecharity [dot] org [dot] uk
