Complaint Handling –
Our Promise to You

At Pizza, we take pride in delivering excellent service. Handling complaints effectively is an essential part of how we ensure your satisfaction and maintain high standards. By addressing your concerns, we aim to improve your experience and foster a customer-first culture across our business.

Here’s how we handle complaints to ensure your voice is heard:

Step 1: Making a Complaint

If you would like to make a complaint, please contact us through one of the following methods:

The Complaints Team

Pizza Financial Services Limited
124 City Road
London
EC1V 2NX

We’re here to help and will do our best to resolve your concerns promptly.

Step 2: Acknowledging Your Complaint

Once we receive your complaint, we’ll:

  • Send you a written acknowledgment.
  • Provide the name and contact details of the person handling your case.
  • Start reviewing your complaint and let you know the estimated timeline for resolving it.

Step 3: Quick Resolutions (within 3 Business Days)

If we can resolve your complaint within three business days and you’re happy with the outcome, we’ll send you a summary resolution communication confirming:

  • That we’ve addressed your concerns.
  • Your right to contact the Financial Ombudsman Service if you’re not satisfied.
  • Details about the Ombudsman, including their website: Financial Ombudsman Service.

Step 4: Further Investigation

If your complaint requires further investigation, we’ll:

  • Look into the issue thoroughly and fairly.
  • Assess if anything went wrong and determine if redress is appropriate.
  • Keep you informed throughout the process.

Step 5: Final Response

Once our investigation is complete, we’ll send a final response detailing:

  • A summary of your complaint.
  • Our findings and any actions we’ll take.
  • Your right to escalate the complaint to the Financial Ombudsman Service, free of charge, within six months of the date of our final response.

Step 6: Escalation

If you’re not satisfied with our response, you can refer your complaint to the Financial Ombudsman Service, provided you meet their eligibility criteria. Complaints must be submitted within six months of our final response. Contact details for the Financial Ombudsman Service:

  • Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR
  • Phone: 0800 023 4567
  • Email: complaint.info@financial-ombudsman.org.uk
  • Website: Financial Ombudsman Service

We Value Your Feedback

We don’t just resolve complaints; we learn from them. After every complaint, we:

  • Analyse the root cause to identify any areas for improvement.
  • Update our processes to ensure better service for all customers.

Need Help in General or Have a Question?

If you have any questions, don’t hesitate to contact us. We’re here to help!

Email: hello@pizzainsurance.co.uk

Live chat: via PizzaChat

Or visit our Help Centre