Pinnacle Insurance Ltd information

Complaints

We're committed to all our pet parents, but understand that sometimes things happen that can leave you frustrated. Your complaints are important to us. We want to provide a high-quality service to you as our customer and to learn from your experiences to improve our service to all our customers.

To raise your complaint, we need as much information as possible about the issue and how you would like us to resolve it.

Phone: 0344 543 1035

Email: complaints@pinnaclepetgroup.com

Address: PO Box 900, Borehamwood, WD6 9QW

We aim to resolve all issues within four working days. We will send you a summary resolution communication to confirm that we believe your complaint to be resolved.

However, if we cannot resolve your issue within four working days, we will send you a letter to formally acknowledge your complaint. We will keep you updated on our progress and contact you if we require additional information. We aim to resolve all issues within eight weeks of receiving your complaint as required by the Financial Conduct Authority. Once we have completed our investigation, we will respond to you with our final decision.

Data Protection complaints

1. We will write to you confirming that we have received your Data Protection complaint within 30 days.
2. We will investigate your complaint thoroughly and fairly and issue a Final Response Letter. Unlike FCA/Regulatory complaints, there is no prescribed timescale for completing our investigation and providing our final response, but we will endeavour to resolve your complaint as soon as possible.
3. We will contact you if we require any further information and will keep you informed of progress.

Where your complaint involves matters falling under both financial regulations and data protection legislation, each of these elements to your complaint will be investigated concurrently and we will endeavour to provide you with a single response letter.

If you are unhappy with the final decision and have new information which could affect your complaint, please contact us. If you do not have any additional information and disagree with our decision, you can contact the Financial Ombudsman Service. You must do this within six months of the date of our summary resolution communication or final decision letter.

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone: 0800 023 4567 / 0300 123 9123

Website: www.financial-ombudsman.org.uk

If you contact the Financial Ombudsman Service after six months has elapsed, they will not have our permission to consider your complaint unless the delay results from exceptional circumstances.

Data Protection complaints

If you remain dissatisfied with our final response or the way we have handled your data protection complaint, you have the right to escalate your complaint with the UK’s data protection regulator, the Information Commissioner’s Office (ICO).

You can contact the ICO using the following details:

Telephone: 0303 123 1113

Opening hours:

Mon – Fri: 09:00 – 17:00 (excluding bank holidays)

Website: ico.org.uk

Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Further information about the ICO and how to raise a complaint can be found here.