Here at Go Get It, we take pride in the service we offer. If the service we have provided does not meet the standard of service we expect and you deserve, we would like to put things right.
What to do if you need to complain?
We aim to provide you with a service that fulfils your expectations and helps you to compare pet insurance quotes. However if you have any concerns about the material which appears on our site, or if you feel that your expectations are not met you can submit a complaint to Go Get It either by post or email as follows:
By Email: firstname.lastname@example.org
The Complaints Manager
Go Get It
The Connect Centre
Alternatively you can use the Online Dispute Resolution Platform (ODR) at http://ec.europa.eu/consumers/odr/
What to do if you have a complaint regarding any third party?
If your complaint is for a third party, for example one of the insurance companies on our panel, we will forward your complaint to the Complaints Department for that provider and confirm in writing to you that we have done this. We will also provide you with contact details of the third party to whom your complaint has been sent to.
Our commitment to you as soon as the complaint is received
We aim to resolve your complaint within three working days of receipt. Following the resolution of a complaint within three working days, a summary of your complaint will be sent to you in writing.
Where we are unable to resolve your complaint by the end of the third working day after receipt, you can expect the following from us:
- Acknowledgement of your complaint in writing within 5 working days of receipt. This will state who is handling the complaint.
- We will aim to resolve your complaint within 4 weeks of receipt, unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a final response.
- Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and advise when you can expect a final response. At this point you may refer your complaint to The Financial Ombudsman Service.
If we have been unable to resolve your complaint within 8 weeks or if you remain dissatisfied with our response, you may approach the Financial Ombudsman Service, free of charge, within 6 months of receipt of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Financial Ombudsman Services
Harbour Exchange Square
0300 123 9123