If Churchill Insurance can resolve your complaint to your satisfaction within 3 working days, they will inform you of the resolution and provide information about the Financial Ombudsman Service.
Step 2: Acknowledgement
If your complaint remains unresolved after 3 working days, Churchill Insurance will acknowledge it and explain our complaint handling process along with details about the Financial Ombudsman Service.
Step 3: Eight-week Update
If your complaint is still unresolved after 8 weeks, Churchill Insurance will provide an update, explain the reasons for the delay, and inform you about your right to contact the Financial Ombudsman Service.
Step 4: Final Response
If your complaint cannot be resolved within 3 working days, Churchill Insurance will send you a detailed final response after completing our investigations. This response will include information about our investigation, our decision, and any applicable next steps, along with details about the Financial Ombudsman Service.
If Churchill Insurance are unable to resolve your complaint within 8 weeks, or if you are dissatisfied with our response, you have the option to request an independent review by the Financial Ombudsman Service. This service is free and does not affect your legal rights.
Contact Information for the Financial Ombudsman Service: