Our complaints policy

Introduction

At Zing, we are totally committed to providing you, our members, with insurance which is fair, transparent, relevant to your needs and ‘does what it says on the tin’. If we let you down with either our products or our service then we want to know about it so we can put it right.

You are free to make a complaint to us at any time by email, phone, in writing or on our website or app. It is our policy to ensure that all complaints are addressed promptly and that our response to complaints is fair and consistent. Our complaints procedure is also designed to be consistent with our regulatory obligations, including the additional rights that may be available to you.

How you can complain

You can complain via our website or app, by emailing us at complaints@zingcover.com or by calling us on 0203 9897029.

What happens when we receive a complaint?

• We will review the complaint and contact you to see if it can be satisfactorily resolved within three working days of us first receiving the complaint. If we and you agree that your complaint can be resolved within three days, we will confirm this by issuing you with a Summary Resolution Communication Letter. This letter will also provide you with details of how you can refer your complaint to the Financial Ombudsman Service (FOS), should you later decide that you are unhappy with our resolution of the complaint.
• If we cannot resolve the complaint within three working days we will give you an indication of when you can expect a final response. We will inform you of any delays that may affect our ability to resolve your complaint in a timely fashion and to your satisfaction. We aim to resolve all complaints at the earliest possible opportunity.
• If we believe your complaint does not relate to a product or service provided by Zing or a third party acting on Zing’s behalf, we will inform you in writing as soon as reasonably possible, but no later than five working days after receipt of the original complaint. We will also assist you in identifying the correct person or company to whom your complaint should be addressed.
• If we are unable to provide you with a final response within eight weeks of first receiving your complaint, we will write to you explaining the reasons for the delay and setting out your rights of referral to the Financial Ombudsman Service.
• The final response will aim to address all aspects of the complaint and, if the complaint is upheld, will offer a proposed resolution.

The Financial Ombudsman Service

You may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) in the unlikely event that we are unable to resolve your complaint to your satisfaction.

Further details on the FOS can be found on its website at www.financial-ombudsman.org.uk. Alternatively you can contact the FOS at:

The Financial Ombudsman Service Exchange Tower

London E14 9SR 0800 023 4567