We aim to make sure all aspects of your plan with us are dealt with promptly and fairly. However, if we’ve not met your expectations, then you are able to complain. In the first instance, you can contact us by post, email or phone, using the details below.
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How to raise a complaint with us
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Complain about policy administration
Write to us:
Scratch & Patch Customer Relations
1st Floor Premier House
Carolina Court
Doncaster, South Yorkshire
DN4 5RA
Telephone: 0345 074 4819
Email: complaints@scratchandpatch.co.uk
Complain about claims
Write to us:
Scratch & Patch Claims
Davies Building
PO Box 1392
Preston
PR2 0XE
Telephone: 0330 102 6839 – Option 3
Email: claims@scratchandpatch.co.uk
Complaint response times
Where we are unable to resolve your complaint by the end of the third working day after receipt, you can expect the following from us:
- Acknowledgement of your complaint in writing within 5 working days of receipt. This will state who is handling the complaint.
- If your complaint is not resolved within 4 weeks, we will issue you with a letter to update you on its progress. In some cases, complaints can take longer than 4 weeks to resolve if we have to collect information from other organisations.
- Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. This letter should clarify the final position in relation to your complaint and any actions agreed going forward. If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and advise when you can expect a final response. At this point you can refer your complaint to The Financial Ombudsman Service.
Taking complaints further
If, after you have received our response, you are dissatisfied you may be able to refer it up to the Financial Ombudsman Service.
You can write to them at: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
More information on the Financial Ombudsman Service can be found at www.financial-ombudsman.org.uk.
Phone: 0330 123 9123 (charged at a national rate) or 0800 023 4567 (free from landlines).