It is always our intention to provide you with the best possible service. However, if you have any cause for complaint you should, in the first instance, contact the appropriate department manager.
The following information is provided to help you understand our Dispute Resolution Process.
Our Commitment to the General Insurance Code of Practice
Budget Direct and Auto and General Insurance Company Limited are committed to the General Insurance Code of Practice (the Code). The code is a self-regulatory code to promote good relations between insurers and consumers as well as describing standards of good practice and service. Included in the code is a requirement for us to have formal complaint and dispute resolution procedures.Complaints
In the event that you are dissatisfied with an outcome and convey your dissatisfaction to us we will endeavour to resolve the issue. All staff at Budget Direct are committed to delivering first class service and customer satisfaction. If your complaint cannot be resolved in the first instance it will be escalated to the relevant department Team Leader or Manager for consideration.
We will respond to your complaint within 10 business days providing all information is to hand. If you are not happy with our decision we will provide you with details of our Internal Dispute Resolution Process.
Disputes
Dispute Resolution Manager
As part of our commitment to the code, we have a Dispute Resolution Manager, and Dispute Resolution Staff who will impartially review any decision that our customers disagree.The Process
The Dispute Resolution Manager will review all documentation in relation to your dispute. If the Dispute Resolution Manager feels that further information is required before making a decision the Dispute Resolution Manager will request the relevant information. Upon receipt of all the relevant information a final decision will be made to either maintain, or change the decision.IDR Service standards
We are committed to making a decision promptly, so unless the Manager requires further information, we will give you a final decision within 15 (fifteen) business days and tell you how you can access our external dispute resolution scheme, the Financial Ombudsman service (FOS).If the Manager requires further information to assess your dispute you will be advised of an estimated time period to finalise our decision. Upon receipt of all required information a final decision will be made within 10 (ten) business days of receiving the formal dispute.
If we are not able to resolve your complaint to your satisfaction within 45 days (including both the complaint and internal dispute resolution process) we will inform you of the reasons for the delay and that you may take the complaint or dispute to our External Dispute Resolution scheme even if we are still considering it. We will inform you that you have this right and details or our External Dispute Resolution scheme (FOS) before the end of the 45 day period.
