At Optimum Global our customers’ satisfaction levels are of paramount importance and we are always pleased to hear about any aspect of your membership that you feel has worked well, or that you may have had problems with.
In the first instance please contact Optimum Global in writing at:
Optimum Global Limited
4th Floor, 21 Perrymount Road
Haywards Heath
West Sussex
RH16 3TP
United Kingdom
E-mail: customerservice@optimumglobal.com
On the rare occasion that you are not satisfied with our decision in respect of your complaint, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge –but you must do so within six months of the date of our final response letter.
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.
Our customers are important to us, and we believe you have the right to a fair, swift and courteous service at all times. Once we are in receipt of your complaint we will deal with it promptly, effectively and in a positive manner.
We will acknowledge your complaint within three working days of receipt of the complaint.
We will investigate your complaint and endeavour to send a final response to you within four weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
We will endeavour to send a final response to you within eight weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
If more than eight weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR.
Tel: 0300 123 9 123 (0800 023 4567).
Email: complaint.info@financial-ombudsman.org.uk
+44 (0) 1444 473 405
Optimum Global Limited
4th Floor, 21 Perrymount Road
Haywards Heath
RH16 3TP
United Kingdom
© Optimum Global, 2022. All Rights Reserved.
Optimum Global Ltd is authorised and regulated by the Financial Conduct Authority for Insurance Mediation Activities. Optimum Global's firm reference number is 453654, you can check these details at https://register.fca.org.uk/ or by calling the Financial Conduct Authority on 0800 111 6768. Registered address: Optimum Global Limited, 4th Floor, 21 Perrymount Road, Haywards Heath, West Sussex, RH16 3TP, UK. Optimum Global Limited is registered in England and Wales. Company Registration number 05347793.
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