Complaints Procedure
At SimplyQuote, we strive to provide an exemplary service to all our users. We welcome feedback, both positive and negative, as it helps us improve our services and better meet your needs. This procedure outlines how to make a complaint and our process for resolving it.
Making A Complaint
Complaints can be made, ideally in writing by emailing complaints@
By Email Preferred
Send an emailBy Phone
(Mon-Fri 9am – 5:00pm)
What to include
To ensure clarity and prompt response, please describe the problem fully and include any relevant details of interactions with our service.
Definitions
Compliment
An expression of satisfaction regarding our service.
Complaint
Any expression of dissatisfaction with our services, staff, or operations, irrespective of how it’s communicated.
Complaint Handling Procedure
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Stage 1: Initial Contact
Resolved immediately where possible
When a complaint is received, the staff member who receives the complaint will first determine if the issue can be resolved immediately.
If immediate resolution is not possible, the complaint will be escalated to a formal process.
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Stage 2: Formal Complaint
Acknowledged within 48 hours
If your complaint cannot be resolved informally, you are encouraged to submit a formal complaint by emailing our customer service team.
The complaint will be acknowledged in writing within 48 hours of receipt.
The complaint will be assigned to a customer service manager, who will investigate the matter thoroughly.
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Stage 3: Investigation
Detailed response within 14 days
The customer service manager will review all aspects of your complaint, including any interactions with our services or staff.
A detailed response will be provided within 14 days. If the investigation is likely to take longer, we will inform you of the delay and the reasons for it.
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Stage 4: Final Resolution
Escalations: a further 14 days
After the investigation, a final decision will be communicated to you. We will offer explanations, apologies, or actions taken depending on the findings.
If the resolution is not satisfactory, you can escalate the complaint to a senior manager, who will review the case and make a final decision within an additional 14 days.
Confidentiality
All complaints will be handled sensitively, with only those directly involved in the complaint or its resolution having access to information about it.
Feedback
Once the complaint process is concluded, we may contact you to seek feedback on how it was handled to ensure continuous improvement in our service.