Firm name: Barbon Insurance Group Limited
Group: PIB Group
Period covered in this report: 1 January – 30 June 2023
Brands/trading names covered: HomeLet; Let Alliance; Rentshield Direct
We strive to deliver good service to our customers and “doing the right thing” is at the core of what we do.
We value our customers feedback and where they feel we have not met their expectations and make a complaint, we take these complaints seriously and handle them fairly and promptly. We also review the lessons learnt from this feedback to improve our customer service where relevant.
The main cause of insurance and pure protection complaints opened during the period was “Other General Admin/Customer Service”, this covers such things as not meeting a customer’s expectations in terms of timely contact or referring to someone by an incorrect name.