Complaints and Dispute Management

Our complaints and dispute management supports our insurer and broker partners in ensuring effective resolution to customer issues. Issues which we resolve meet all regulatory obligations.

Coral manages and resolve complaints in relation to legal expenses policies. We do this whilst ensuring adherence to SRA regulated activity by both panel and non-panel legal partners.

Our Customer Relations team manage all customer complaints. They work closely with our partners and panel firms to investigate all complaints and liaise directly with the customer to resolve issues promptly.

Where complaints are reported directly to our business partners, we can support through the provision of formal investigations and reporting to enable effective handling of complaints and minimise reputational risk.

Complaints with a potential reputation risk are prioritised accordingly. Where appropriate, early intervention will be made to ensure any associated risk is managed and contained.

We carefully scrutinise complaints referred to Ombudsman services to understand their assessment and ruling. Learnings are then fed back into the business to allow for enhanced service delivery where achievable.

Our complaints process

We always try our very best but sometimes we may get it wrong. If your customers are unhappy with our service, we want to hear from them so we can put things right. They can contact us in writing or by email using the details below. Once we have received their complaint we will send them a written acknowledgement within two working days and advise of next steps. We aim to provide a full response within four weeks but if further investigations are required we will advise your customer immediately.

The Customer Relations Team
Coral Insurance Services
Kingfisher House
Peel Avenue
Wakefield
WF2 7UA

Email: [email protected]

We hope we can resolve your customer’s complaint but if they are unhappy with the outcome, it can referred to the Financial Ombudsman.