At Wrisk we are committed to going the extra mile for our customers. If you believe that we have not delivered the service you expected, we want to hear from you so that we can try and put things right. We take all complaints seriously and our aim is to ensure that your concerns are dealt with promptly, efficiently and fairly. Please contact us via the in app chat, email at firstname.lastname@example.org or in writing to Wrisk Ltd, Techspace, 25 Luke Street, London, EC2A 4DS.
We will provide prompt written acknowledgement of your complaint and we will advise you who is dealing with it and when we expect to respond fully. We aim to provide you with a response within 3 working days or a final response if we have concluded our investigations within this period.
If we cannot manage a final response within this period, we aim to respond fully within 8 weeks. However, if we are unable to provide a final response within this period we will write to you before this time and advise why we have not been able to offer a final response and how long we expect our investigations to take.
If we or our claims administrator cannot resolve the matter to your satisfaction, we will provide you with our final response so that you can, if you wish, refer the matter to the Financial Ombudsman Service. Please note that if you make a complaint, your right to legal action against us is not affected.
As you have purchased this policy online, you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is: ec.europa.eu/odr. Please note that following the complaints procedure does not affect your right to take legal action.