You are here: Home ¦ Comments

Comments and Complaints

To ensure that we provide you with the kind of service you expect we welcome your comments. We will record and analyse your comments to make sure that we continually improve the service we offer.

Whilst we aim to provide an excellent service to all our customers we do recognise that, occasionally, things can go wrong. We take all complaints we receive very seriously and endeavor to resolve all our customers’ problems promptly.
If on any occasion our service falls below the standard you expect or there is a dispute or misunderstanding relating to your policy please contact us immediately. The matter will be given our immediate attention.

What will happen if I complain?

We will acknowledge your complaint within 2 working days of receiving it.

We will advise you who will be dealing with your case and when you can expect to receive a response.

We will explain how we will handle it and tell you what you need to do.

We will assess your complaint and undertake a full investigation

We will aim to fully resolve your complaint within 5 working days but, occasionally, more detailed enquiries will have to be made.
In this case we will contact you regularly with an update and keep you informed of the expected date of response.
This will not be more than 20 working days from when we first received your complaint.

If you are not satisfied with the response to your complaint, you can write to:

The Managing Director,
letcare Ltd,
32-32a Ropergate,
Pintefract,
West Yorkshire
WF8 1LY.

Following the above complaint procedure will not affect your legal rights.
If you have a complaint against your insurer, please refer to your policy for details of the insurer's complaints procedure.