Complaints Policy

At Bolt Cover we believe we have a moral responsibility to offer fair, great value insurance to our customers, with a quick and thorough claims process should anything go wrong. Aside from being an FCA requirement, we believe this is the right thing to do – if we let you down in any way then we want to know about it so we can put it right.

Jamie Hamer

Co-founder & CEO

How to make a complaint

You can make a complaint with us any time and it is our policy to address all complaints promptly and fairly. Our complaints process aligns with our regulatory obligations and ensures that your additional rights, if applicable, are respected.

Or alternatively

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Email us for any complaints at:

What happens next?

  • Respond in 3 working days

    We will promptly review your complaint and contact you to determine if we can resolve it within three working days.

  • Agree within 3 days

    If both parties agree, we will issue a Summary Resolution Communication Letter within three days. This letter also explains how you can refer your complaint to the Financial Ombudsman Service (FOS) if you remain dissatisfied.

  • Timeframe notification

    If we are unable to resolve your complaint within three working days, we will provide an estimated time frame for our final response. We will keep you informed of any delays that may affect the resolution process.

  • 5 working days

    If we believe that your complaint is not related to our products or services, we will notify you within five working days and assist you in identifying the appropriate entity to address your concern.

  • 8 weeks

    If we cannot provide a final response within eight weeks, we will explain the reasons for the delay and outline your rights to refer the matter to the Financial Ombudsman Service.

  • Resolution

    Our final response aims to comprehensively address all aspects of the complaint and, if the complaint is upheld, offer a proposed resolution.

Financial Ombudsman Service

You may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) in the unlikely event that we are unable to resolve your complaint to your satisfaction.

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    Website

    Further details on the FOS
    can be found on its website

    Visit Site
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    Contact details

    Alternatively, you can contact
    the FOS at: 0800 023 4567

    Call

Address:

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