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Complaints

At Purely Pets Insurance we are dedicated to delivering a first class level of service to all customers. We welcome any comments on the services we provide – in the form of both compliments and complaints. We accept that things can occasionally go wrong and would encourage you to tell us about any concerns you have so that we can take steps to make sure the service you receive meets your expectations in the future.

Need Help?

If a dispute regarding your policy or claim does arise, the first step is to talk to a member of the Customer Service Team. This can be done either by telephoning us or dropping us a line by email or by letter if you prefer.

Contact:

Telephone: 0330 102 5748

Email: complaints@ultimateservices.co.uk

Address:

Purely Pets Insurance
The Connect Centre
Kingston Crescent
Portsmouth
PO2 8DE

Response Time

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:

What is a final response?

This letter should clarify the final position in relation to your complaint and any actions agreed going forward.

The Financial Ombudsman Service

What you should know

You may go directly to The Financial Ombudsman Service with your complaint but the Ombudsman will only review your complaint at this stage with your insurer's consent. However, we are still required to follow the procedure and timeframes stated above in the Response Time section.

If more than 8 weeks from the date of your complaint has passed and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service.

If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within 6 months of the date of the final response letter. You may refer to the Financial Ombudsman Service beyond this time limit if your insurer has provided consent.

The Financial Ombudsman Service will let you know that they have received your complaint and what the next steps will be.

Contact Details

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9 123

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service will consider your complaint totally impartially and we are bound by their decision.

If you are dissatisfied with the way your complaint has been handled, you can use the Online Dispute Resolution Platform (ODR) to submit your complaint for an independent assessment - click here.

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