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C is for complaints
We deal with thousands of legal indemnity enquiries every week so, if we're honest, the chances of us keeping all of our customers happy all of the time are slim. But when we do occasionally get things wrong, we like to think that we do our utmost to fix it as quickly as possible.
Our complaints' procedure (which you can find here) directs you initially to our Underwriting Manager, who will work with you to investigate your complaint and try to resolve the situation to your satisfaction. It then goes on to outline the steps you can take if we are unable to provide a resolution. So, if we ever leave you feeling let down or annoyed - let us know!
...and compliments too!
On the other hand, it's always nice to know if we're getting things right, and thankfully we receive far more compliments than we do complaints.
As Countrywide's Underwriting Manager, Annette Willington explains, it says a lot about our service: "Whenever I've received some good customer service, although I've said thanks, I can't say I've ever contacted a company specifically to sing their praises.
"So when our customers take the trouble to call or write to tell us what a great job we've done, we can feel proud knowing that we've made a great impression."
So, whether it's a pat on the back or a kick up the backside, your opinion counts. We listen to all feedback we receive, so don't be afraid to tell us what you think.