Complaints Procedure
It is always our intention to provide a first class standard of service. However, it is appreciated that occasionally things go wrong. You can complain by contacting Pen Underwriting Limited (as per the contact details below) quoting your policy and/or claim number. We will investigate Your concerns and provide a response as soon as possible.
If your policy number is of the format XXXX/MON/9999
If you have reason to make a complaint about our service you should contact the Complaints Officer at:
Pen Underwriting Limited,
Complaints,
7th Floor Spectrum Building,
55 Blythswood Street,
Glasgow, G2 7AT
Telephone: 0141 285 3539
Email: pencomplaints@penunderwriting.com
If your policy number is of the format XXXX/DIR/9999
Please use the contact form on this website and include your policy and/or claim number.
Should you remain dissatisfied having received a final response to your complaint and you fit the definition of an 'eligible complainant', you may then be able to refer your complaint to the Financial Ombudsman Service (FOS). Please note that the FOS allow 6 months from the date of the final response to escalate your complaint to them. Further details on eligibility and the referral process can be found on the FOS Website.
Address: The Financial Ombudsman Service,
Exchange Tower,
London, E14 9SRR
Telephone: 0800 0234567 (for landline users)
Telephone: 0300 1239123 (for mobile users)
Email: complaint.info@financialombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Details about our regulator
Quote Monkey Limited is a limited registered company (registered number 08172235) and is authorised and regulated by the Financial Conduct Authority (Firm Reference no. 919070). You can visit the Financial Conduct Authority website, which includes a register of all regulated firms, at https://register.fca.org.uk/ or you can contact the FCA on 0800 111 6768.
Financial Services Compensation Scheme
Under the Financial Services and Markets Act 2000, should the company be unable to meet all its liabilities to policyholders, compensation may be available. Insurance advising and arranging is covered for 90% of the whole claim without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information can be obtained on request or by visiting the Financial Services Compensation Scheme website at https://www.fscs.org.uk/.
Alternatively, the European Commission also makes available an online dispute resolution platform which can be accessed using the link below.
Website: http://ec.europa.eu/odr