Complaints Procedure – UK

Providing a first class service to our customers is very important to Carole Nash Insurance Consultants Ltd. However, we accept that things may go wrong from time to time and if they do, we are keen to listen to your views so that we can learn from any mistakes and improve our service wherever possible. With this in mind, the following procedure is in place to ensure you are kept fully up to date with the progress of your complaint and also to guarantee your complaint is managed fairly and promptly.

Step 1

A Compliance and Risk Officer will be appointed to undertake an investigation into your complaint.

Step 2

We will aim to conclude our investigation within five working days. If however, we are unable to finalise your complaint within this timescale, we will write to acknowledge your complaint. If after four weeks we are still not in a position to resolve your complaint, we will write to update you on the present position of the investigation. We will also advise you of a date of when we anticipate the complaint will be completed (this will be within eight weeks of receipt of your complaint).

Step 3

We will then write our response letter to you, confirming our findings and stating any financial redress, if applicable. We will also advise if your complaint has been upheld or rejected. Our response letter will be classed as our final response

Step 4

If, upon receipt of our final response letter, you are not fully satisfied with the outcome of our investigation, you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of the date of our letter. 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 it believes that the delay was as a result of exceptional circumstances.

The FOS is an independent organisation that operates according to the rules made by the Financial Conduct Authority.

FOS contact details: The Financial Ombudsman Service (UK) Exchange Tower, Harbour Exchange Square, London, E14 9SR



Any decision made by the FOS is only binding on the Insurer and Carole Nash Insurance Consultants Ltd and you remain free to take action in court.

This procedure for the handling of complaints is entirely without prejudice to your rights in English Law and you are free at any stage to seek legal advice and take legal action.

Our Service Levels

At Carole Nash we offer a number of brands that provide customers with different types of insurance products depending on their needs. The brands include: Carole Nash Motorbike Insurance, Just Motorbike Insurance, Scoot & Commute, Express Motorbike Insurance, Just Motor Insurance, Entire Cover, Six Wheel – a combined car and motorbike policy, Car Insurance, Classic Car, Home, Travel, Campervan, Harley Davidson Motorbike Insurance, Suzuki Motorbike Insurance, Military Vehicle and Jeep insurance. We also offer credit arrangements to help our customers pay by instalments.

We aim to give customers great service but sometimes things go wrong. When this happens we will fix it and we value complaints as they help us develop better services and systems. As a company that is authorised and regulated by the Financial Conduct Authority (FCA) we must make sure we are fair, act with integrity and are transparent in our dealings with customers. One of the things we do is report the number and types of complaints received about all our brands to the FCA every six months. Another is to monitor the outcomes of any complaints that are escalated to the Financial Ombudsman Service (FOS). From the 1 July to 31 December 2019 the Ombudsman has resolved 14 complaints, of which 54% have been upheld in favour of Carole Nash Insurance.

Register a complaint online

The table below is a summary of the complaints we received between 1st January and 30th June 2021.

Product/ServiceNumber of complaints opened by volume of businessNumber of complaints openedNumber of complaints closedPercentage closed within 3 daysPercentage closed after 3 days but within 8 weeksPercentage upheld Main cause of complaints
Insurance and pure protection6.46 complaints Per 1000 policies sold in the period99174046.76%52.43%64.86%Errors/not following instructions
Credit-related0.21 per 1000 credit accounts67N/AN/A83.33%N/A