1. If your complaint is about the way a product was sold to you:

If at any time you have any query or complaint regarding the way the product was sold, including any information that was provided as part of the sale, please contact the firm that sold it to you.

2. If your complaint is about the administration of the product:

Premia Solutions is the administrator of your product and we hope that you will be pleased with the service we provide.

In the unlikely event of a complaint about our administration services, you should contact us by any of the following methods:

• by visiting https://www.mypremia.co.uk; or
• by telephone on 01926 622 660; or
• by writing to the Customer Outcome Manager, Premia Solutions Limited, 3 Corunna Court, Corunna Road, Warwick CV34 5HQ.

We will look to resolve the matter as quickly and as fairly as possible.

For all complaints relating to the administration of your product, we will write to you within three working days of receipt to acknowledge your complaint and will aim to send our final response within 25 working days, and certainly no later than eight weeks.

3. If your complaint is about the product terms and conditions

A full disputes procedure also exists for complaints relating to the product terms and conditions, the details of which are dependent on the provider & can be obtained upon request.

4. What if I am not happy with the outcome?

Where the product purchased is an insurance product (regulated by the Financial Conduct Authority), if it is not possible to reach an agreement with us, you have the right to ask the Financial Ombudsman Service to review your case. Their service is free, impartial and contacting them will not prejudice your complaint or legal rights.

You have six months from the date of our final response to refer your complaint to them.

You also have the right to refer the matter to the Financial Ombudsman Service if eight weeks have passed since you first raised your complaint with us and you have not yet received a final response.

For more information, you can:

• Visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk, where you can submit your complaint online;
• Or by telephone on 0800 0245 4567;
• Or email them at complaint.info@financial-ombudsman.org.uk;
• Or you can write to them at Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Please note that not all complaints will be considered by the Financial Ombudsman Service.