1. Tell us what went wrong
DaySure aims to provide a fair, clear and reliable service. If you are unhappy with any part of your experience, please contact us as soon as possible so that we can investigate and try to put things right.
2. How to complain
You can email us at complaints@day-sure.co.uk.
Please include:
- your full name and contact details;
- your policy, quote, payment or claim reference;
- what happened and when;
- why you are dissatisfied;
- any documents or screenshots that may help us; and
- what you would like us to do.
3. What happens next?
We will acknowledge your complaint and investigate it fairly. We may contact you for more information if we need it.
We aim to resolve complaints as quickly as possible. Where a complaint relates to an insurance policy or regulated financial service, the applicable complaint-handling rules and timescales may apply.
4. Complaints about insurers or service providers
Some complaints may relate to an insurer, underwriter, payment provider, claims handler or another organisation involved in providing your policy or service. Where appropriate, we may explain who is best placed to handle the complaint or pass the complaint to the relevant party.
If your policy documents identify an insurer, broker, administrator or claims handler, you may also be able to contact them directly using the details shown in those documents.
5. Financial Ombudsman Service
If you are eligible and remain dissatisfied after receiving a final response, or if a response is not provided within the applicable period, you may be able to refer the complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is an independent service that may be able to review complaints about certain financial services. Further information is available from the Financial Ombudsman Service.
6. Keeping you informed
We will use the contact details you provide to update you about your complaint. Please tell us if your contact details change while a complaint is being reviewed.
7. Contact
Complaints can be sent to complaints@day-sure.co.uk.
General enquiries can be sent to support@day-sure.co.uk.