Complaints Procedure

Insure 4 Sure Ltd
Registered Address: 6 Dogsthorpe Road, Peterborough, PE1 3AA
Tel: 01733 898180
Complaints Email: complaints@ifours.co.uk

Our Commitment

We are committed to handling all complaints fairly, promptly, and transparently, in accordance with the FCA’s rules (in particular the DISP complaints regime) and our obligations under the Consumer Duty. We seek to resolve your concerns and learn from them to improve our services.

How to Make a Complaint

You can complain to us using any of the following methods:

When you make your complaint, please provide:

  • Your name and contact details
  • Policy number (if applicable)
  • The nature of your complaint (what went wrong, when, who was involved)
  • What you would like us to do to resolve it

We will treat your complaint confidentially and will not retaliate against you for raising it.

Acknowledgement and Early Resolution

  • We will acknowledge your complaint in writing (by email or letter) within 5 business days of receipt.
  • If the complaint can be resolved to your satisfaction within 3 business days, we may issue a summary resolution communication rather than proceed with the full complaint process. This will be in writing, tell you what we have done, and inform you of your right to refer to the Financial Ombudsman Service (FOS) if you remain dissatisfied.

Investigation, Holding Response, and Final Response

  • We will investigate your complaint competently, diligently, and impartially. We may request further information or documents and give you the opportunity to comment.
  • For most complaints, we will issue a final response within 8 weeks of receiving the complaint.
  • If we cannot issue a final response within 8 weeks, we will send a holding response by that date explaining the reasons for delay, what we are doing, and giving a revised deadline by which we expect to issue the final response. This interim communication will also inform you of your right to refer to the FOS if you are unhappy with the delay.
  • In cases where we issue the final response, we will state clearly whether we uphold (in full or in part) or reject your complaint, give reasons, and include details of any redress or remedial steps we propose (if applicable).

Note (Motor Finance / DCA cases)

If your complaint concerns a motor finance arrangement involving a discretionary commission (DCA), the normal 8-week requirement may be paused under current FCA policy, and extended time limits for referral to the FOS may apply. If such a case applies, we will inform you explicitly in our communications.

Referral to the Financial Ombudsman Service (FOS)

If you are dissatisfied with our final response (or summary resolution), or we have not responded within 8 weeks, you may refer your complaint to the Financial Ombudsman Service.

  • The typical timeframe is 6 months from the date we issue our final response (or summary resolution) to refer to FOS.
  • However, for certain motor finance / DCA cases, a longer referral period (usually up to 15 months) may apply.
  • The underlying complaint must generally be brought to us (or referred to FOS) within 6 years of the event, or 3 years from when you became aware of the issue (whichever is later).
  • In our final response, we will also state whether we agree to waive the 6-month limit (if you refer later). If we agree, we cannot later withdraw that consent.

FOS contact details

You can find guidance on time limits and the FOS process at the FOS website and via FCA consumer materials.

Escalation Within Our Firm

If at any point you are unhappy with how your complaint is being handled, or wish to escalate it internally, you may ask to speak with our Complaints Manager or a senior manager. We will provide contact details for escalation in our correspondence.

Record Keeping, Monitoring & Remedial Action

  • We will maintain and retain records of your complaint, all related correspondence, investigation materials, decisions, and remedial actions, for a minimum of 3 years (or longer if required by regulation).
  • We will analyse complaints data (management information) to identify trends, root causes, and areas of potential customer harm, including for vulnerable groups, and take appropriate action to prevent recurrence.
  • Our senior management / governance committees will review complaint trends regularly to drive continuous improvement.

Other Rights & Disclaimers

  • This procedure does not affect your statutory or legal rights (for example, to pursue litigation).
  • We are a firm regulated by the FCA. Where applicable, we are covered by the Financial Services Compensation Scheme (FSCS); if we cannot meet our obligations, you may be eligible for compensation (depending on the nature of the service).
  • If your complaint is better handled by another firm or is jointly the responsibility of more than one firm, we will tell you and, where appropriate, forward it to the correct firm.

Our representatives can assist in branch or on the phone

01733 898 180

info@ifours.co.uk