Complaints

All complaints are taken very seriously at One Sure. We always aim to provide a first-class service to all our customers. However, if your expectations still need to be met, we will do all we can to ensure your complaint is resolved.

What information do I need to make a complaint?

Our customer service team will make the complaints process as smooth as possible. We’ll ask you the necessary questions to ensure all the correct details are logged to investigate and resolve the problem. 

We understand that making a complaint can be daunting and stressful. To make the process easier, we recommend that you have the following information and documents to make a complaint:

• Your name and customer reference number.
• Detail carefully what you are complaining about.
• Include and reference any supporting evidence, such as images, dates, times, emails, letters etc.
• Mention why you are making the complaint.
• Tell us if you have a specific action in mind to correct the problem.
• Let us know how you want to be contacted in future if your complaint still needs to be resolved.

I have a problem with my insurer. Do I contact you?

If you have a complaint about your insurer, it is best to take your complaint directly to them. 

Your policy wording will have all the contact details required to send your complaint via email or post and to discuss it on the phone.

I’m not happy with your response to my complaint. Who do I contact?

If you’re unhappy with our response to your complaint or it has not been resolved within eight weeks, you can ask the Financial Ombudsman Service (FOS) to conduct an independent review. 

The FOS is an independent organisation that settles any unresolved complaints between businesses providing financial services and their customers. 

It’s important to note that the FOS will only assess your complaint after you formally raise it with us.