Customer Complaints Procedure

How to make a complaint

If you wish to make a complaint, please contact the Complaints Manager at Movo Partnership Ltd using the details below.

How your complaint will be handled

• Linc Insurance Services and Movo Partnership Ltd will endeavour to resolve your complaint immediately or within three business days of receiving it.
• Where the complaint is resolved within three business days, Movo will write to you confirming the resolution.
• If the complaint cannot be resolved within three business days, the formal Movo Partnership Ltd complaints procedure will apply.
• Movo Partnership Ltd will write to you within five working days to acknowledge your complaint and provide details of who is handling it.
• You will be kept informed of progress while the complaint is investigated.
• Movo aims to provide a final response within eight weeks of receiving the complaint.
• If a final response cannot be provided within eight weeks, you will be told the reason for the delay and when a response can be expected.
• Financial losses or material inconvenience suffered will be taken into account.
• The final response will explain the decision and make clear whether the complaint has been accepted or rejected.

Financial Ombudsman Service

If you are eligible and remain dissatisfied with the final response, or if a final response has not been provided within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service free of charge.

If you decide to refer your complaint to the Financial Ombudsman Service, you must normally do so within six months of the date of the final response letter.

The Financial Ombudsman Service may not be able to consider a complaint where the matter being complained about happened more than six years ago and the complaint is made more than three years after the complainant realised, or should reasonably have realised, that there was a problem.

Who may be eligible?

Eligibility to refer a complaint to the Financial Ombudsman Service depends on your circumstances. It can include:

• individual consumers
• eligible micro-enterprises
• qualifying charities
• qualifying trustees
• eligible small businesses
• consumer buy-to-let customers
• certain beneficiaries of group policies

Lloyd’s of London Policyholders

If your policy is with Lloyd’s of London, you may also refer your complaint to Lloyd’s.

Lloyd’s complaints process

Stage 1

• The complaint will initially be considered by the underwriters of the policy.
• They aim to provide a response within 14 days.
• If you remain dissatisfied with their response, or have not received a response within 14 days, you may request that the complaint is escalated to Stage 2.

Stage 2

• Lloyd’s will obtain the relevant documentation and undertake a full review.
• Once the review is complete, Lloyd’s will issue a Final Response.
• If you remain dissatisfied and are eligible, you may refer the complaint to the Financial Ombudsman Service.
• The referral should generally be made within six months of the Lloyd’s Final Response.
• The Financial Ombudsman Service can normally consider the complaint once Lloyd’s has provided its Final Response or where a final response has not been provided after eight weeks.