Complaints :: WeAreCovered

Complaints

WeAreCovered strives to provide the best service possible to all its customers. We will do our best to resolve your issue quickly and fairly. The information provided here will show you how to:
  • Make a complaint
  • Contact the right person
  • Take further action if you're not happy with the outcome

If you ever feel we have not kept our promises, we will do everything we can to make sure your complaint is handled quickly and fairly. Follow the below procedure to address your complaint quickly.

We know that sometimes things don't go according to plan. There may be times when you feel like we've let you down. We want to hear from you if this happens. We will do our best to make things right as quickly as possible, or explain we could have made clearer.
Call this number 0333 358 0536 to talk to us about your issue.
Email us on compliants@wearecovered.com
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You can also write to us at:

Bank Chambers, 93 Lapwing Lane, Manchester, England, M20 6UR

After receiving your complaint, our staff will assist you. We aim to resolve most issues in three working days, following receipt of your compliant.

If your complaint can’t be resolved within three working days, we’ll contact you to let you know who will be dealing with it and what the next steps are.

We will keep in regular contact with you. You’ll also receive the following written communication from us depending on how long it takes us to resolve your complaint.

  • SUMMARY RESOLUTION COMMUNICATION

When will you get this?

If we’ve been able to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint.

What will it tell you?

It will let you know your complaint has been resolved and tell you about the Financial Ombudsman Service.

  • ACKNOWLEDGEMENT

When will you get this?

If we’ve been unable to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint.

What will it tell you?

It will let you know our complaint handling process and information about the Financial Ombudsman Service.

  • UNABLE TO REACH RESOLUTION WITHIN 8 WEEKS

When will you get this?

If we’ve been unable to resolve your complaint within 8 weeks.

What will it tell you?

It will let you know why we are not in a position to give you our final response and when we expect to be able to provide this. We’ll also let you know about your right to contact the Financial Ombudsman Service.

  • FINAL RESPONSE

When will you get this?

If we’ve been unable to resolve your complaint within 3 working days, we’ll send you our Final Response when we’ve completed our investigations. We’ll do our best to send this at the earliest opportunity.

What will it tell you?

This is a detailed response, which will outline:
- our investigation
- the decision
- Next steps, if applicable

It will also provide information about the Financial Ombudsman Service.

If we don’t complete our investigations within 8 weeks of receiving your complaint or you’re unhappy with our response, you may ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free and independent service. If you decide to contact them, you should do so within 6 months of our response letter. Referring your case to the FOS will not affect your legal rights.

You can contact them by:

Email: complaint.info@financial-ombudsman.org.uk

Phone: UK: 0300 123 9123 or 0800 023 4567

Abroad: +44 20 7964 0500

Writing to: Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Their website also has a great deal of useful information:

www.financial-ombudsman.org.uk

© 2022 WeAreCovered

WeAreCovered Ltd, registered in England and Wales, (Company registration number 11382136) Registered Office : 3 Archway, Birley Fields, Hulme, Manchester M15 5QJ. Registered with Information Commissions Office; registration number ZB358727

Outstanding breakdown
cover

£4 / month

Miles more benefits
as standard.