Complaints Procedure

At Waggel we understand that it is imperative to offer a high level of customer service. We understand that we have a duty of care to our customers and strive to ensure that we are transparent at all times. Our primary goal is to create value for our customers, ensuring that wherever possible we are delivering exceptional customer service online and offline.

Waggel recognises however that we may get it wrong from time to time. We endeavour to recognise our mistakes and ensure they are not repeated in the future which ultimately means we can refine our service and deliver beyond our customer expectations.

If you have a complaint about the service you have received from Waggel, please follow the below complaints procedure to ensure that is dealt with by one of our Specialist Complaint Investigators.

Disputing the outcome of your claim

Should you have a complaint about the refusal of a claim, you have the ability to dispute the outcome. In the event of a disputed claim, a different Customer Champion will be assigned to reassess the claim and investivage the comments submitted.

You can submit a dispute and find more information by going to the Claims History page from . Here you will find the Further Help section of the breakdown where you will be able to submit your comments for reassessment.

If you are dissatisfied with our decision you have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months of the date of the email containing the decision. 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 Financial Ombudsman Service can be contacted as follows:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk

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

Telephone: 0300 123 9 123

Our Complaint Handling Process – What You Need to Know

When a complaint is received from you in relation to the insurance product you have taken out, our Customer Resolutions Department at Waggel will confirm receipt of your complaint with a written acknowledgement letter.

They can be contacted at the following address:

Waggel
WeWork, 131 Finsbury Pavement,
London
EC2A 1NT
United Kingdom

Telephone: 01299 669955

Email: complaints@waggel.co.uk

Waggel will endeavour to resolve any regulated complaint as soon as possible.

Whilst Waggel will always look to resolve your complaint in the quickest time possible, in accordance with guidelines laid down by the Financial Conduct Authority, we must write to you with a final response to your complaint within eight weeks of receiving your complaint.

Upon receipt of Waggel’s final response to your complaint, should you remain unhappy, you will then have the right to refer the complaint to the Financial Ombudsman Service.

Waggel will provide you with details of the Financial Ombudsman Service, along with a copy of their leaflet ‘Your Complaint and the Ombudsman’ and a statement confirming that an approach can be made to the Financial Ombudsman Service.

The Financial Ombudsman Service can be contacted as follows:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk

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

Telephone: 0300 123 9 123

In deciding whether or not to uphold a complaint, Waggel may liaise with your Insurer, Red Sands Insurance Company (Europe) Limited and may consider any relevant guidance published by the Financial Conduct Authority, the Financial Ombudsman Service and any other relevant regulatory guidance previously published.

Complaint Procedure

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