We’re proud of the service we provide to our customers, but we know that sometimes things can go wrong. If you’re unhappy, please let us know. We can often resolve concerns right away and are committed to putting things right. 

How do I make a complaint?

You can contact us by:

Phone: 0161 968 2030

Email: insurance.complaints@clearbusiness.co.uk

Post: Clear Business, PO Box 156, Blyth, NE24 9GH

What happens next?

When we receive your complaint we will assign a complaints investigator. They may contact you by phone or email to discuss the details with you. You will also receive an acknowledgement letter.

We’ll keep you updated throughout the investigation. We also may ask you or a third party for extra information.

If your complaint is resolved in 3 days, we will send you a ‘summary resolution communication’. This will confirm we have resolved your complaint.

In any other case, we will provide a final response within 8 weeks of receiving your complaint. This response will let you know the results of our investigation.

If we can’t provide a final response in 8 weeks, we will let you know why and when we expect to be able to provide a full response.

What if I don't agree with your response?

We’re here to help. If you feel we’ve not considered all your issues or you can provide further information, please let us know and we’ll be happy to review.

If you’re not happy with our response or we have been unable to provide a response within 8 weeks, you can refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is a free independent organisation. They help to resolve disputes between customers and financial service businesses. More information is available on their website www.financial-ombudsman.org.uk.

You must refer your complaint to the Financial Ombudsman Service within 6 months of the date on your final response letter/summary resolution communication. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was because of exceptional circumstances.