Last Updated 01/01/2025
At Limitless Cover, we are committed to managing complaints in a fair, prompt, and transparent manner. If you’re unhappy with any part of our service, we encourage you to reach out to us. Our complaints process is designed to ensure your concerns are handled in line with regulatory expectations.
You can raise a complaint through any of the following methods:
We welcome complaints both in writing and verbally. To help us investigate effectively, please include your contact details, a clear description of the issue, and any relevant documents.
Once we receive your complaint, we’ll log it within one business day. You’ll receive written or email confirmation of receipt within five working days, along with notice that your complaint is under review.
If your complaint is resolved within three business days of us receiving it, we’ll issue a summary resolution communication outlining the outcome and actions taken. For matters requiring more time, your complaint will be assigned to our Complaints Manager or another senior team member who will oversee the resolution process.
We aim to resolve complaints within eight weeks of receiving them. If your concern involves a third party (such as an insurer or service provider), we will forward it to them within one business day and let you know that we’ve done s.
We’ll keep you regularly updated as we work through your complaint. If we’re unable to provide a final response within eight weeks, we’ll explain the reason for the delay and give you a revised timeline for resolution.
Within eight weeks, we will provide a final written response that includes:
If we can’t reach a resolution that satisfies you—or if eight weeks pass without a final decision—you have the right to contact the Financial Ombudsman Service (FOS)
. You must refer the complaint to the FOS within six months of receiving our final response. The FOS is an independent organisation that helps resolve disputes between financial businesses and their customers.
FOS Contact Details
We will include full FOS contact details in our final response letter.
Every complaint is a chance for us to improve. Our Complaints Manager will carry out a root cause analysis to identify any underlying issues and ensure steps are taken to prevent similar problems from happening again.
We keep detailed records of all complaints, investigations, and outcomes for at least six years after a complaint is closed. This supports our commitment to learning, improving, and meeting our regulatory duties.