How to Complain

Pride Protect is a trading name of Pride Protect Life Limited which is authorised and regulated by the Financial Conduct Authority.

 We are committed to providing a professional service to all our customers.

If you are unhappy then we want to hear about it so we can try to put things right. With this in mind, we have the following complaints procedure in place.

 You can make a complaint by any reasonable means including telephone, letter, or email. 

Our contact information:

  • Write to: Leanne Richardson, Pride Protect, 51A K3 Business Park, 200 Clough Road, Hull, HU5 1SN.

  • Telephone: 07938487803

  • Email: [email protected]

Dealing with your Complaint

 At Pride Protect our aim is to provide you with the highest standards of advice and service.  However, there may be occasions when you feel that these objectives have not been achieved.  We take all complaints seriously and will deal with your concerns in the following manner:

We will first acknowledge your complaint promptly following receipt, enclosing a copy of these procedures.

If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint.

If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the concerns arising, we will promptly forward the complaint or the relevant part of it to that firm.  We will write to you to confirm our actions and provide contact details of the firm concerned.

Where we can resolve your complaint within 3 full business days following receipt to your satisfaction, we will issue a written summary of our findings and conclusion.  Upon receiving our letter you remain dissatisfied, you may refer the issue to the Financial Ombudsman Service who can be contacted

We will also provide you with a copy of the Financial Ombudsman Service leaflet; ‘your complaint and the ombudsman’.

If your complaint cannot be resolved within 3 full business days, we will ensure that you are kept informed of our progress with regard to the investigation.

We will endeavour to send you our Final Decision Letter addressing your concerns and providing you with our decision within 8 weeks or keep you informed of the progress if it is not resolved before then.

If our investigation is still ongoing after 8 weeks, we will send you confirmation of this in writing along with an explanation as to why we have been unable to complete our investigations within this timescale.  We will also give you an indication when you can next expect contact from us and a copy of the Financial Ombudsman Service leaflet.  At this stage, you will be entitled to refer your complaint to the Financial Ombudsman Service.  We will continue to investigate your complaint until we are in a position to send you our Final Decision Letter.

If your complaint is upheld, we will provide you with fair compensation for any acts or omissions for which we are responsible for, once you have accepted our decision.

 If you are not satisfied with the outcome of your complaint, you can refer the matter to the Financial Ombudsman Service.  Please note you must refer the matter to them within 6 months of the date of our Final Decision Letter.  Further details about this will be confirmed in the Financial Ombudsman Service leaflet.

 We shall deem the matter closed when our Final Decision Letter has been issued or where you have accepted our earlier response.

Financial Ombudsman Service (FOS) details

·        Address - The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

·        Telephone - 0800 0234 567

·        Website - 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 will have any difficulties with any elements of the process that is outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.