COMPLAINT POLICY

How To Make a Complaint

At InsureSafeLine, we are committed to providing a high standard of service. However, if you are not satisfied with the service you have received, we want to hear from you so we can put things right.

• Trading Name: InsureSafeLine
• Legal Entity: SBK (Birmingham) Ltd
• Authorised and Regulated by: Financial Conduct Authority (FCA)
• FCA Firm Reference Number: 605510
• Registered Office: Ground Floor Office 2, 2 Holland Road West, Birmingham, B6 4DW

You can verify our FCA registration on the Financial Services Register at www.fca.org.uk.

How to Contact Us

If you wish to register a complaint, please contact us using one of the following methods:

• Email: info@insuresafeline.com
• Phone: 0333 880 4405
• Post: Complaints Department, SBK (Birmingham) Ltd, Ground Floor Office 2, 2 Holland Road West, Birmingham, B6 4DW

Our Complaints Process

We aim to resolve your concerns as quickly as possible:

• Acknowledgement: We will acknowledge your complaint in writing promptly.
• Investigation: We will carry out a full and impartial investigation.
• Response: We aim to provide a final response within 8 weeks. If we cannot reach a decision by then, we will update you on our progress.

Financial Ombudsman Service (FOS)

If you are not satisfied with our final response, or if 8 weeks have passed without a resolution, you may have the right to refer your complaint to the Financial Ombudsman Service. This is a free and independent service.

• Website: www.financial-ombudsman.org.uk
• Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0800 023 4567

Information We Collect

• Name, date of birth, and contact details
• Address and postcode
• Insurance and quotation-related information
• Technical data such as IP address and browser type
• Information you provide via forms, email, or telephone

How We Use Your Information

• Provide insurance quotations and services
• Respond to enquiries and manage policies
• Comply with FCA and legal obligations
• Prevent fraud and financial crime
• Improve our website and services

Lawful Basis for Processing

We process personal data under one or more of the following lawful bases:

• Contractual necessity
• Legal and regulatory obligations
• Legitimate business interests
• Your consent (where required)

Sharing Your Information

We may share your data with insurers, underwriters, claims handlers, regulators, and trusted service providers where necessary and lawful.

Your Rights

• Access your personal data
• Correct inaccurate information
• Request deletion (where applicable)
• Object to or restrict processing
• Withdraw consent at any time