Complaints Policy

• A complaint received by Ollo Insurance (whether by letter, facsimile, e-mail, telephone conversation or other oral representation) will be allocated to an appropriate person to carry out an independent review of the justification of the complaint.  

• Complaints will be acknowledged promptly. We endeavour to acknowledge the complaint in writing within seven business days of receipt. That acknowledgement will include the name of the person who will be reviewing the complaint and a copy of this Complaints Procedure.  

• We will try to resolve a complaint within four weeks and give a written final response, or send an interim response explaining why we are not yet in a position to resolve matters.  

• By the end of eight weeks following receipt of a complaint, a final response, or a further interim response giving an indication as to when a final response can be expected, will be issued.  

The Financial Ombudsman Service (“FOS”) operates a dispute resolution facility for consumers, micro-enterprises (small businesses), small charities and trustees. An eligible Complainant has up to six months to register a complaint with the FOS if the outcome was not to their satisfaction. If you do not refer your complaint in time, the Ombudsman may not have our permission to consider the complaint and will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. Should it prove necessary for the FOS to make a determination, and the Complainant accepts it, then we are bound by that determination up to a specified maximum amount.