Your views matter to us. If your craft insurance experience hasn’t met the standard you should expect, whether that’s a service issue, a mistake, or anything else, we want to know, and we want to put it right.
We’ve built our reputation as the UK’s most established dedicated craft insurance company by doing things properly, from the cover we offer to the way we handle things when they go wrong. We know that how we respond to a complaint says as much about us as the quality of our policies.
If you have craft fair insurance, crafts insurance, or any other policy with us and something hasn’t gone as it should, please don’t hesitate to get in touch. We’d always rather hear from you than have you feel let down in silence.
Our complaints process has three clear stages. We’ll always aim to resolve things as quickly as possible and we’ll keep you informed throughout.
Contact us as soon as you can with the following information. We’ll try to give you an answer straight away. If a more detailed investigation is needed, we’ll take full details and arrange for it to be looked into promptly.
What to have ready:
✓ Your policy number and/or claim reference number (if you have one)
✓ Your full name, address and telephone number
✓ Details of any previous correspondence you’ve had with us
✓ A clear description of your complaint or the problem you’ve experienced
How to reach us:
By post: Ian W Wallace Ltd, PO Box 5063, Verwood, Dorset, BH31 6WB
By phone: 0800 919 359 or 01202 826127
We’ll aim to resolve your complaint immediately. If it requires a more in-depth investigation, we will work to provide our final response within eight weeks. If that timeline isn’t possible for any reason, we’ll contact you to explain why and let you know how long our investigation is likely to take.
Throughout the process, you’ll always know where things stand. We won’t leave you waiting without an update.
We hope it never comes to this. But if you’re not satisfied with the outcome of your complaint, or with the way we’ve handled it, or if eight weeks have passed without a final response, you have the right to refer your case to the Financial Ombudsman Service, free of charge.
Please note: you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.
Contact the Financial Ombudsman Service:
By post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By phone: 0800 023 4567
By email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
You won’t be made to feel difficult for raising a complaint. We take feedback seriously and treat every complaint as an opportunity to do better. Whether you hold craft fair insurance for stallholders or a full craft business insurance policy, your experience matters to us equally, and raising a concern will always be handled with respect and care.
The Financial Ombudsman Service is free and independent. If you’re not satisfied with our response, the Financial Ombudsman Service offers a free, impartial route to resolution.
You don’t need a solicitor or any specialist knowledge to use it, just get in touch with them directly. Remember the six-month window from our final response.
The Financial Ombudsman Service is a free, independent service that resolves disputes between consumers and financial businesses, including insurance providers. You can refer your complaint to them if you’re unhappy with the outcome of your craft business insurance complaint, or if eight weeks have passed without a final response from us.
The Financial Ombudsman Service can be contacted by phone on 0800 023 4567, by email at complaint.info@financial-ombudsman.org.uk, or by post to Exchange Tower, London, E14 9SR. You must refer your complaint within six months of receiving our final response. Using the service is free and you do not need legal representation.
Raising a complaint about your craft insurance does not affect the validity of your policy or your ability to renew. Your cover continues as normal throughout the complaints process.
We treat all complaints as feedback that helps us improve, not as a reason to alter a customer’s policy status.
If your complaint relates to a billing or renewal issue, we will address that separately as part of our investigation. If you have any concern that raising a complaint might affect your craft business insurance policy, please call us directly and we will reassure you of your position before you proceed.
If something hasn’t been right with your craft insurance, please contact us. We’re here to listen, and we’ll do everything we can to resolve your concern quickly and fairly.
