Last updated: 01/2024
Complaints
We pride ourselves on always offering a high level of customer service. However we appreciate that sometimes, things can go wrong, which may leave you wanting to complain. If this occurs we are committed to resolving matters promptly and fairly.
Before You Complain
iRevolution Extra works with multiple insurance companies. In the first instance, you should channel your complaint to the broker that sold you the policy. If this is not possible, please use the process below.
How to Complain
Should you wish to complain directly to iRevolution Extra, please contact us using the methods outlined below.
In Writing
David Muirhead, Managing Director
First Floor Waterside House
Wearfield, Sunderland Enterprise Park
Sunderland, England
SR5 2TZ
Financial Ombudsman Service
Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service.
Eligibility note: This does not apply in the case of a business employing 10 persons or more with a turnover or annual balance sheet total exceeding €2 million, a charity with an annual income of £1m or more, or trustees of a trust with a net asset value of £1m or more.
In Writing
Exchange Tower
London E14 9SR
By Phone
0800 023 4567
0300 123 9123
Complaints Procedure
Our process for handling complaints as soon as they are received.
Complaint Routing
Upon receipt, the complaint may be directed for the attention of the broker that sold you the policy, or the insurer/underwriter of the policy you purchased, which ever is most relevant.
Acknowledgement
If we deem the complaint is best placed with iRevolution Extra, all complaints, whether written or verbal, will be acknowledged by our Complaints handler via email within five business days of receipt.
Resolution Within 3 Days
Where we can resolve your complaint within three business days of receipt, in that case, our acknowledgement email will also provide a summary resolution of the complaint.
Resolution Within 5 Days
Where your complaint can be resolved within five business days from receipt, our acknowledgement letter or email will also outline the result of our investigation.
Extended Investigation
If our investigation is not resolved within five business days, our acknowledgement email will confirm that we will:
- Investigate the complaint and aim to respond within four weeks of receiving the complaint
- Explain that, if we cannot complete the investigation within four weeks of receiving the complaint, we will contact you again giving the reason for the delay
- Explain that we will inform the complainant of the outcome and available options upon completing our investigation.
Third Party Complaints
If the complaint is about another party, such as an insurer with whom we have placed business, we will refer details of the complaint to the third party and confirm this course of action to the complainant.
After We Have Investigated
What happens once our investigation is complete.
Notification of Outcome
Immediately on completion of our investigation our Complaints handler will write to the complainant notifying them of the outcome of our investigation.
Settlement Terms
We will set out the nature and terms of any settlement (if applicable). Any compensation we offer will be fair and the basis of the calculation will be explained.
Further Options
Our letter will also advise that if the complainant is not satisfied with the outcome they may refer the matter to the Financial Ombudsman Service and will point out that such a referral should be made within the next six months or they may lose that right.
Ombudsman Information
Our letter will include the name, website address and telephone number of the Ombudsman and a leaflet which explains the Ombudsman arrangements.
Cannot Resolve Within 4 Weeks
If, for any reason, our investigation is not concluded within four weeks, our Complaints handler will write to the complainant again informing them that our investigation is continuing, giving the reasons for the delay and a date by which our Complaints team expects to be able to contact the complainant again.
Cannot Resolve Within 8 Weeks
While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, our Complaints handler will write to the complainant again. We will inform them of the reasons for the further delay and advise that if they are not satisfied with our progress they may refer the complaint to the Financial Ombudsman Service. See www.financial-ombudsman.org.uk for further details
This letter will also point out that such a referral should be made within the next six months or the complainant may lose that right. Our letter will include the name, address, telephone number and website address of the Ombudsman and a leaflet which explains the Ombudsman arrangements.