Complaints procedure

How to complain

Critical Illness Cover is a trading style of PJG Financial Limited.

You can complain by email to hello@illnesscover.uk or by post to our registered office.

PJG Financial Limited, registered in Scotland, company number SC535782. Registered office 5 South Charlotte Street, Edinburgh EH2 4AN.

What to include

You can complain even if you do not have every detail. Please include what you can:

• Your name and how you would like us to contact you.
• The date of your enquiry and any reference number.
• What went wrong and when it happened.
• How you would like us to put things right.
• Copies of any relevant emails or other documents.

Help and representatives

Tell us if you need help to make your complaint or need information in another format. We will make reasonable adjustments where needed.

You can ask a friend, family member or other representative to complain for you. We may need your authority before discussing your information with them.

You do not need to use a solicitor or claims management company. A representative may charge you for their services.

What happens next

We will investigate your complaint fairly and keep you informed of progress.

If we resolve your complaint by the end of the third business day after we receive it, we will send you a summary resolution letter. This will explain your right to contact the Financial Ombudsman Service if you remain unhappy.

Otherwise, we will acknowledge your complaint promptly. We will send a final response within eight weeks of receiving it, or write to explain why we need more time and when we expect to respond.

Our final response will explain our decision and any remedy we offer. It will also explain your rights to refer the complaint to the Financial Ombudsman Service.

If we cannot give a final response within eight weeks, our letter will explain that you can contact the Financial Ombudsman Service at that point.

Financial Ombudsman Service

The Financial Ombudsman Service is independent and free to use. It can consider eligible complaints about financial businesses.

You can refer your complaint if you are unhappy with our final response or summary resolution letter. You can also refer it if eight weeks have passed since we received your complaint and we have not sent a final response.

You normally need to refer your complaint within six months of the date of our final response or summary resolution letter.

Other time limits apply. You normally need to have complained to us within six years of the event or, if later, three years from when you knew or ought reasonably to have known you had cause to complain. Exceptions can apply. The service decides whether it can consider your complaint.

Contact the service:

• Write to Financial Ombudsman Service, Exchange Tower, London E14 9SR.
• Call 0800 023 4567.
• Visit financial-ombudsman.org.uk.

Complaints about a specialist or insurer

PJG Financial Limited is authorised and regulated by the Financial Conduct Authority, Firm Reference Number 919697. For insurance, its permission is introductions only. It does not give advice, arrange or sell insurance, and never holds client money.

Complaints about advice should go to the specialist responsible. Complaints about a policy or a claim should go to the specialist or insurer responsible.

If your complaint is wholly or partly another firm's responsibility, we will promptly forward the relevant part to that firm in writing and tell you. We will deal with any part that concerns our own service.

The specialist or insurer will follow its own complaints procedure and explain any right you have to contact the Financial Ombudsman Service.