Worx Sports Insurance Services is a trading name of The Jolia Group Limited, who are an Appointed Representative of PRIMIS Mortgage Network, a trading name of Personal Touch Financial Services Ltd. Personal Touch Financial Services Ltd is authorised and regulated by the Financial Conduct Authority.
We are committed to providing a professional and high-quality service to all our customers. We understand that occasional issues may arise, and we value feedback from our customers. This Complaints Policy outlines our approach to handling complaints and ensuring their prompt resolution.
You can make a complaint by any reasonable means, including telephone, letter, or email.
Our contact information:
-
Write to:
Worx Sports Insurance,
1228a London Road,
Alvaston,
Derby,
Derbyshire,
United Kingdom,
DE24 8QP - Telephone: 0330 223 4973
- Email: info@worxsportsinsurance.co.uk
If you prefer, you can also refer your complaint to Sesame directly using the following contact details:
-
Write to:
The Customer Relations Department,
Sesame Limited,
Fourth Floor, Jackson House,
Sibson Road,
Sale,
M33 7RR - Email: CustomerRelations@sbg.co.uk
- Telephone:0345 0456 800 (Monday to Friday, 9:00am to 5:00pm)
How we will handle your complaint
We will use this process if:
- Your complaint is about a simple matter that we can look into and resolve quickly and easily; and
- You direct it to us (rather than directly to Sesame Network) in the first instance.
We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.
If you cannot confirm acceptance by the end of the third working day (for example, because you are not happy with our proposed response or are not available to discuss it with us), the case will be referred to Sesame Network and handled in line with the formal complaints process outlined below.
If your complaint is more complex or is unlikely to be resolved quickly, we will usually refer it to Sesame straight away.
Formal complaints
The formal complaints process will be used where:
- We are unable to resolve your complaint to your satisfaction within three working days; or
- Your complaint is likely to involve more complex assessment or investigation; or
- You send your complaint directly to Sesame Network rather than to us in the first instance; or
- You ask us to deal with your complaint using this process.
Upon receipt, Sesame will acknowledge your complaint promptly and investigate it fairly and impartially. They will write to you within eight weeks to confirm the outcome of their investigation.
If their investigation is not complete within eight weeks, they will write to you to explain why and advise when you can expect a response. They will also provide details of how to contact the Financial Ombudsman Service if you are not satisfied with progress.
The Financial Ombudsman Service
If, following Sesame’s investigation, you are still not satisfied with the outcome, you have a statutory right to refer your complaint to the Financial Ombudsman Service. This service is free of charge to consumers.
You must refer your complaint within six months of receiving the final response.
Contact details:
- Telephone: 0800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
You can also submit a complaint online by visiting:
https://www.financial-ombudsman.org.uk/
Let us know if you need any extra help or support.
We are committed to providing a complaints service that is accessible to all our customers.
If you experience any difficulties with any part of the process outlined above, or if there are circumstances that mean we need to adjust how we handle your complaint, please let us know when you contact us.