Complaints procedure

Our complaints procedure

We are committed to providing a high level of customer service. If you feel we have not delivered this, we welcome the opportunity to put things right for you.

Who to contact in the first instance

If your complaint relates to the sale or administration of your policy, in the first instance please get in touch with your broker. Contact details will be provided on correspondence that we or our representatives have sent you. (For example on your welcome or renewal communication or on claim acknowledgement letters.)

If your complaint is about a claim, then you can contact us by phone on 020 8530 7351 or email claims@kgmus.co.uk.

Alternatively, you can contact us for any policy related issues as below:

  • Telephone: 020 8530 7351
  • Email: complaints@kgmus.co.uk
  • By post:
    Complaints
    KGM Motor Insurance
    St James House
    27–43 Eastern Road
    Romford
    RM1 3NH
                                         

Many complaints can be resolved within a few days of receipt

We aim to resolve your concerns, whenever possible, by close of business on the next working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than five working days after receipt.

We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than eight weeks after receipt of your complaint.

We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within four weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.

If, after eight weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.


Next steps if you are still unhappy

If you are not happy with the outcome of your complaint, you may be able to ask the Financial Ombudsman Service to review your case.

If you are in the UK and are either a private individual or an enterprise involved in economic activity that employs fewer than 50 persons or has a turnover of less than £6.5m or annual balance sheet that does not exceed £5m, you may refer your complaint to the Financial Ombudsman Service (FOS), provided we have had an adequate opportunity to resolve your complaint first. We will advise you of the time limits for making a referral to the FOS and supply a copy of the FOS explanatory booklet with our final response. The service they provide is free and impartial, but you would need to contact them within 6 months of the date of our decision.

More information about the ombudsman and the type of complaints they can review is available via their website www.financial-ombudsman.org.uk.

You can also contact them as follows:

  • Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • Telephone: 08000 234567 (free on mobile phone and landlines)
  • Email: complaint.info@financial-ombudsman.org.uk

If the Financial Ombudsman Service is unable to consider your complaint, you may wish to obtain advice from Citizens Advice (or a similar service) or seek legal advice.