ReduceMyExcess hopes that you will be satisfied with our services wherever you come into contact with our business. However we know that there might be times where things go wrong and our high standards are not met.
If you are unhappy with our services in any way, we welcome your comments and feedback. This allows us to understand what has happened and resolve problems promptly and effectively. Your feedback is invaluable in helping us improve our services for the future.
Making Your Complaint
Please contact us via the contact form using the button below, selecting the reason for contact as ‘I want to make a complaint’:
Alternatively you can send us an email:
You can also get in touch with us by using the live chat functionality on the bottom right of your screen.
Or if you would prefer to write a letter, please send it to ReduceMyExcess, Bury House, 1-3 Bury Street, Guildford, Surrey, GU2 4AW.
What do we need from you?
It is important you provide us with as much information as possible so we can deal with your complaint as quickly as possible and avoid delays. This includes:
Your complaint will be passed to our complaints handler who manages all complaint-related queries.
Upon Receiving Your Complaint
The Financial Conduct Authorities (FCA) definitions guide how we identify and handle complaints. We will follow the steps below in handling complaint:
You can expect us to issue our Formal and Final Response within 8 weeks. This will include the findings of our investigation alongside any action we have or will take if you are still not satisfied.
Not every complaint raised will meet the FCA’s complaint definition, however we will still resolve the matter fairly and promptly even if we do not believe your complaint falls under this definition.
Some concerns will relate to the insurer. If this is the case, we will:
IIf responsibility is shared, we may work with the insurer to ensure your complaint is being investigated fully and fairly. We will continue to support you through this process and will remain your point of contact if this is you preference.
Financial Ombudsman Service
If you remain dissatisfied following our Final Response, or if this has not been issued to you within 8 weeks of your complaint being raised you may refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service provides a free, independent service for resolving disputes. You can get in touch with them online at www.financial-ombudsman.org.uk, by calling them on 0800 023 4567, or by sending a letter to Financial Ombudsman Service , Exchange Tower, London , E14 9SR.
How Can We Best Support You?
We want to know how we can best support you. If you have circumstances, such as health conditions, financial difficulties, bereavement, caring responsibilities, or communication barriers, whether temporary or permanent, then please let us know by using your preferred method of communication in the aforementioned ‘Raising Your Complaint’ section.
We will take reasonable measures to adapt our communication and provide you with additional assistance to guide you through the complaints process.