It is our hope and our intention that you should never have any reason to wish to complain about Unity Insurance Services or its products, but should that happen, we want to make sure that your complaint is dealt with sympathetically and quickly.

In the first instance you should contact the Insurance Manager, using the details in the ‘contact us’ section of the website.

If the complaint relates to the service provided by the team at Unity Insurance Services, we will respond to you within 24 hours with:

Details of the steps we will take to address your complaint or
What we have done to address your complaint.

Within 7 working days of receipt of your complaint, we will write to you with a full and final resolution.

Should you continue to be dissatisfied, you may have the right to have your complaint independantly assessed by the Financial Ombudsman Service and will send you details of where and how to do that.

If the complaint relates to a product and/or the insurer, we will follow the same process set out in 1 & 2 (above). However, the process may take slightly longer due to our need to contact the insurer on your behalf.

The insurers also have a complaints system and full details are contained in the policy keyfacts documents and policy booklets which are sent to you with your policy.

We are committed to ensuring that all complaints are dealt with fairly. We would prefer that any areas of potential concern are raised with us as soon as possible and we always welcome comments using the ‘feedback’ page, accessable from the link at the bottom right of this page.





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