COMPLAINTS POLICY

Version 1.1

Our number one priority is to provide customers with the highest level of service. However, we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.

If you have a complaint about the service you received please contact us.

Post:                            Complaints Department, Ignition Labs Limited, Jason Works, Clarence Street, Loughborough, Leicestershire, LE11 1DX.

Email:                           customer.service@ignitionlabs.io

Phone:                          01509 380 092

Website:                       http://www.ignitionlabs.io/

We may record and monitor calls.

If your complaint cannot be resolved straightaway we will:

• Acknowledge receipt in writing
• Confirm our understanding of your complaint
• State who will be handling it
• Give you the opportunity to provide any further information or documents.

FINAL DECISION

If your complaint relates directly to something other than an insurance product or service then if you’re dissatisfied with our response, you must pursue the matter via other means as our final decision stands.

CHANGES TO OUR COMPLAINTS POLICY
We keep our Complaints Policy under regular review. This policy was last updated on 29th July 2024. Historic versions can be obtained by contacting us.