• Complaints Policy

    If you are unhappy with any element of the My Insurance service, we want to know. We endeavour to provide a first class service to all of our customers but in the unlikely event that we fall short of your expectations please contact us by your way of choice listed below:

    1. Web – visit our Contact us and fill out the contact form Why we have not yet resolved your complaint.
    2. Write – address your letter to the Managing Director, Everything Financial, Riverside, Congleton, CW12 1DY
    3. Telephone – Call us on 01260 218313 or use our click and call function at the top of our website.

    Email – Please email info@myinsurance.org.uk Please do not include any personal information for security purposes. We will write or call you to discuss your complaint.

    We aim to solve your concern straight away. However, if we have not been able to resolve your complaint within one week, we will write to tell you:

    1. Why we have not yet resolved your complaint.
    2. Who is dealing with your complaint.
    3. When we will contact you again.

    In most cases, complaints are dealt with within two weeks. We will contact you regularly until your complaint has been resolved.

    Complex Complaints

    If your complaint is particularly complicated, it may take longer to resolve. If, together, we cannot reach an agreement by the end of eight weeks, we will send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution.

    What to do if we can’t reach agreement together

    Everything Financial recommends you refer your complaint to the Financial Ombudsman Service. Our aim is to resolve all complaints internally. However, if we can’t reach agreement with you, our Customer Services Manager will send you a ‘final response’ letter. This letter will clearly set out our position in relation to your complaint. However if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

    About the Financial Ombudsman Service

    The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly. We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

    Contact the Financial Ombudsman Service

    Write – The Financial Ombudsman Service, Exchange Tower, London E14 9SR

    My Insurance and Myinsurance.org.uk are trading styles of Everything Financial Ltd. Registered in England and Wales No. 8809373. Registered office address, Riverside, Mountbatten Way, Congleton, CW12 1DY. Data Protection Registration No. ZA034775.

    Everything Financial is an appointed representative of Bede Wealth Management Ltd, Jarrow Business Centre,Viking Industrial Estate, Jarrow, Tyne and Wear, NE32 3DT, which is authorised and regulated by the Financial Conduct Authority. Interim permission number is : 663255. Appointed Representative of Bede Wealth Management Ltd under No: 713890