At One Insurance, we are committed to providing a quality service to all our customers by working in an open and accountable way.

Your brokers, One Call Insurance Services Limited and Yoga Insurance Services Limited, are authorised and regulated by the Financial Conduct Authority (FCA). They comply with the FCA rules for handling complaints, and the steps to follow are set out below:

Step 1

We ask that you contact the appropriate Company during the following hours of 9:00am to 5:30pm Monday to Friday:

• If your complaint relates to the sale of this policy, please contact your insurance broker.
• A complaint regarding the handling of a claim – the first step is to contact One’s Claims Handlers (i.e., One Call Claims) at 0203 738 7306. For Yoga Insurance Services, please contact their claims department using the same One Call Claims number at 01302 552316.
• A complaint in relation to the terms and conditions of the policy cover – the first step is to contact the insurer (i.e. One Insurance Limited): 01302495810 (Gibraltar)

All staff have been trained to provide a high level of service and will try to resolve any matter where possible. If the advisor is unable to reach a satisfactory resolution for you, they will refer to the appropriate Line Manager. You can also register your complaint to the complaints handling manager directly:

Every effort will be made to resolve your complaint within 24 hours of receiving it. If immediate resolution is not possible, acknowledgment of your complaint will be provided within 5 working days. A written final resolution letter will be sent to you upon the completion of all investigations and within 8 weeks of receiving your complaint. At this stage, the file will be closed. If you remain dissatisfied, please proceed to step 2.

Step 2

You can complain to an approved dispute resolution facility run by the Financial Ombudsman Service, when you receive a final resolution or 8 weeks from the date you communicated dissatisfaction.

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Please include a copy of the Final Response that has been issued to you with your policy number and quote “One Call Insurance Services Limited” or “Yoga Insurance Services” as reference. If you would like to make a complaint via the FOS, then this must be made within 6 months of their final response. Further information is available at: http://www.financial-ombudsman.org.uk