Making a Complaint
We pride ourselves in providing you with the highest possible level of customer service at all times. However, we recognise that things can go wrong on occasions and if this occurs we are committed to resolving matters promptly and fairly.
If you need to raise a complaint you can either:
Telephone – This is the easiest way to complain and we will try to resolve your complaint immediately. Please call on 0161 762 4413
Email – To email a complaint to us, please use firstname.lastname@example.org. When sending an email complaint, you should not include any personal, financial or other sensitive details. Please entitle the email subject as “Complaint” including your name and reference number”
Letter – If you wish to make the complaint in writing, please use the following address
Advantage Insurance Centres,
4-6 Silver Street,
We always try to resolve complaints as quickly as possible. If we cannot then this is our complaints procedure:
1) We will acknowledge your complaint within 5 working days of receipt of your complaint.
2) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
4) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London E14 9SR
You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.