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Complaints Procedure

Flysurance is committed to providing a quality service and working in an open and accountable way that builds trust and respect.

One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

We recognise that many concerns will be raised informally, and dealt with quickly.

Our aims are to:

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

Compliment Definition: An expression of satisfaction about the standard of service we provide. 

Complaint Definition: Defined as any expression of dissatisfaction, however it may be expressed. This would include complaints expressed via an email, online chat or any other method. 

How to make a complaint.

It is the complainants responsibility to:

Once the complaint has been received by Flysurance, you will receive an email confirming receipt. 

Flysurance define a "reasonable" time to respond to be 30 days. 

Once Flysurance have investigated the complaint, you will be notified by email.

If the complaint cannot be dealt with within the 30 day period, you will be notified of an extension.