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Internal complaint procedure

Eunisure wishes to make sure you have excellent customer experience and it is important to us to know when you feel you have not received the level of service you should, or a product does not meet your expectations. We value your feedback and subsequently, we have an internal complaint procedure which allows us to resolve customer complaints. We use the information that you provide to better understand your complaint and manage it. We also evaluate the feedback you give to enable us to make your experience a better one.

You can make contact with us at the following address should you wish to write to us:

Unit 3 Newmarket House
99 Fordham Road
Snailwell
Newmarket
Suffolk
CB8 7NB

You can call us at: 01638 722999

Or email us at complaints@afhgroup.com

The Eunisure complaint process

We will consider all complaints received from an Eligible Complainant, who the FCA has classified as a person who is:

  • a consumer;
  • a micro enterprise* at the time of the complaint;
  • a charity which has an annual income of less than £6.5 million at the time of the complaint;
  • a trustee of a trust with a net asset value of less than £5 million at the time of the complaint;
  • a CBTL consumer (in relation to CBTL business);
  • a small business at the time of the complaint**;
  • a guarantor.

*As defined in the FCA Handbook i.e. ‘an enterprise which employs fewer than ten persons and has an annual turnover or annual balance sheet that does not exceed €2 million.'

** As defined in the FCA Handbook i.e. 'not a micro-enterprise, has an annual turnover of less than £6.5 million and either employs fewer than 50 persons or has a balance sheet total of less than £5 million.'

Receiving and acknowledging a complaint

When we receive a complaint, we aim to resolve the matter quickly and satisfactorily by the end of the next business day.

If the matter is more complex or we need more information, we will acknowledge your complaint in writing within 5 working days and let you know what further information we need to complete our investigations. We will enclose a copy of our internal complaints procedure (this document) so that you are aware of the time scales in which we are expected to resolve your complaint and any further actions. We will also enclose a leaflet from the Financial Ombudsman Service detailing your rights to refer to your complaint should you not be satisfied with our final response.

We aim to resolve the majority of complaints and provide you with a final response within 5 working days and in any event not more than 8 weeks.

In the unlikely event that our investigations require longer than 4 weeks to complete, we will write to you at this time to explain why we are not yet in a position to respond to your complaint and indicate when we will make further contact (This must be within 8 weeks of the receipt of the complaint).

In the unlikely event that the complaint is not resolved within 8 weeks, we will contact you to explain why the process has been extended. At this point we will again include details of the Financial Ombudsman Service (“FOS”), who you can refer your complaint to if you wish, a copy of the FOS’s explanatory leaflet may also be enclosed.

Financial Ombudsman Service

If you are not satisfied with our final response or if 8 weeks have passed since you first let us know about your complaint, the Financial Ombudsman Service provides an independent review service for unresolved complaints that is free to customers. They can be contacted at:

The Financial Ombudsman Service

Exchange Tower
London
E14 9SR

Email complaints@afhgroup.com

Website www.financial-ombudsman.org.uk

Telephone (landline) 0800 023 4 567

Telephone (from a mobile) 0300 123 9 123

From outside the UK +44 20 7964 0500.