Complaints
Knowing how to complain shouldn't be complicated
Our simple, three-step process for raising and resolving your complaint
Worx Sports Insurance Services is a trading name of The Jolia Group Ltd. The Jolia Group Ltd is an appointed representative of Sesame Ltd, which is authorised and regulated by the Financial Conduct Authority.
We are committed to providing professional, high-quality service to all our customers, and we take every complaint seriously. We understand that occasional issues may arise, and we value feedback from our customers.
You can make a complaint by any reasonable means, including telephone, letter, or email — see our Contact Us page for all the ways to reach us.
Whichever way you choose to get in touch, we’ll make sure your complaint is logged, taken seriously, and handled by someone who can actually help resolve it.
How to complain: our process step by step
We will investigate your complaint and aim to resolve it within three business days of receipt. If you’re happy to accept our proposed resolution, we’ll send you written confirmation of our investigation.
If you cannot confirm acceptance by the end of the third working day—for example, because you’re not happy with our proposed response or aren’t available to discuss it—the case will be referred to Sesame and handled under the formal complaints process below.
If your complaint is more complex or unlikely to be resolved quickly, we will usually refer it to Sesame straight away.
How to complain: escalating a formal complaint
The formal process is used when:
We’re unable to resolve your complaint to your satisfaction within three working days; or
Your complaint is likely to need more complex assessment or investigation; or
You send your complaint directly to Sesame rather than to us first; or
You ask us to deal with your complaint this way.
Sesame will acknowledge your complaint promptly and investigate it fairly and impartially, and will write to you within eight weeks with the outcome. If their investigation isn’t complete within eight weeks, they’ll write to explain why, when you can expect a response, and how to contact the Financial Ombudsman Service if you’re not satisfied with the progress.
How to complain: taking it to the Financial Ombudsman
If, following Sesame’s investigation, you’re still not satisfied with the outcome, you have a statutory right to refer your complaint to the Financial Ombudsman Service, free of charge. You must refer your complaint within six months of receiving the final response.
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk
Extra help or support
We’re committed to providing a complaints service that’s accessible to all our customers. If you experience any difficulties with any part of the process above, or need us to adjust how we handle your complaint, please let us know when you contact us.
If you’re still wondering how to complain, or have a question before raising anything formally, our team is happy to talk it through first — see our Contact Us page, or check our Privacy Policy for how we handle any personal information involved in your complaint.