Complaints procedure
Countrywide is committed to providing the highest standard of service to its customers to ensure that you are totally satisfied. Occasionally however, we may not live up to your expectations, and in such circumstances we want to hear from you. We promise to investigate your complaint, resolve it as quickly as possible and provide you with a satisfactory conclusion. In doing so we hope this will also help us to improve our service for all our customers.
If you have a complaint, please address it to:
- The Underwriting Manager (Complaints)
- Countrywide Legal Indemnities Limited
- St. Crispins
- Duke Street
- Norwich
- Norfolk
- NR3 1PD
- Telephone: 01603 617617
- Email: complaints@cli.co.uk
How we will respond
Our Underwriting Manager will work with you to investigate your complaint and resolve the situation to your satisfaction as quickly as possible.
In the event that your complaint cannot be resolved quickly and to your satisfaction we will:
- Provide a written acknowledgement of your complaint within five working days.
- Provide details of who will be dealing with your complaint at Countrywide and how you can contact them. You will be able to have a personal meeting if you require.
- Advise how long we think it will take us to investigate your complaint.
- Aim to resolve your complaint within four weeks of the complaint being made.
In the event that we are unable to resolve your complaint within this timescale, we will inform you, prior to the expiry of this four week period, why we are unable to resolve it at that time, what will happen next and when we expect to be able to write to you with a final response.
If you are still not satisfied
Our aim is to resolve your complaint as quickly as possible and make sure you are completely satisfied. In the unlikely event that you remain unhappy with our response, please write to us with full details, explaining how you would like to see your complaint resolved. The Company’s Underwriting Director will then review your complaint and endeavour to resolve the issue.
We will also advise you if you are eligible to refer your complaint to the Financial Ombudsman Service who can be contacted at:
Please note that the Ombudsman will not consider your complaint until we have had the opportunity to resolve the matter directly with you. We will make every effort to ensure that all matters are resolved, and that both parties are satisfied with the conclusion.