We do what we can to get things right for all our members, and it’s always great for our team to hear about any compliments.
Similarly, if there are any instances where our service has fallen below your, and our, standards then we’re equally interested to hear from you and put things right.
We aim to make sure that all aspects of your plan with us are dealt with promptly and fairly. However, if on this occasion we’ve not met your, and our, expectations then you are able to complain.
In the first instance, you can contact us by post, email or phone:
If your complaint is about policy administration
Write to us:
Scratch & Patch Customer Relations
PO Box 1193
Doncaster
DN1 9PW
Telephone: 0345 074 4819
Email: complaints@scratchandpatch.co.uk
If your complaint is about claims
Write to us:
Scratch & Patch Claims
PO Box 800
Elland
HX1 9ET
Telephone: 0330 102 6839 – select option 3
Email: claims@scratchandpatch.co.uk
You can find more details about our complaints procedures in your policy documents.
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.
You can also use the online European Online Dispute Resolution platform to provide details of your complaint, which will then be forwarded to the Financial Ombudsman Service. This may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly in the first instance.
Phone: 0330 123 9123 (charged at a national rate) or 0800 023 4567 (free from landlines).