A-Plan acts on behalf of insurance companies or Lloyd’s syndicates: the complaints procedure that will apply depends on whose behalf we act. (to identify which procedure applies to you, please refer to your policy wording).

When we act on behalf of an insurance company, if you are unhappy with our service, please let us know using the contact details shown below. We will acknowledge your complaint within 3 working days of receipt.

If we are able to resolve your complaint within 3 working days we will send you a summary resolution letter.

If the complaint remains open after 3 working days we have 8 weeks in which to provide you with a final response or inform you why we are unable to provide a response within that timeframe.

A-Plan Insurance, 2 Des Roches Square, Witney, OX28 4LE

By telephone: 01277 243 020

By email: complaints@clubcareinsurance.com

If we are unable to settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at:

Exchange Tower, Harbour Exchange Square, London, E14 9SR

By telephone: 0800 023 4567 or 0300 123 9123

By email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Compensation

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Full details and further information on the scheme are available from the FSCS at:

7th Floor, Lloyd’s Chambers, 1 Portsoken Street, London, E1 8BN