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Terms of Service

Customer Service:

We must adhere to all regulations by the Financial Conduct Authority (FCA), The Ministry of Justice (MoJ) and our own high values. This will ensure the continuous provision of high service to all customers.

You should expect an excellent service from the beginning of your claim until the settlement. This includes an efficient, accurate and friendly service throughout the duration of your claim.

Any updates on the process of your claim will be communicated to you, with tailored advice given relating to your specific case.

Equal Treatment:

Coplus is committed to the equal treatment of all customers. We will ensure we treat all customers fairly regardless of age, disability, gender, religion, sex and sexual orientation.

If you require adjustments in the way you wish your claim to be dealt with, (e.g A hearing impairment means you require contact by written letter as opposed to a telephone call) we will ensure that this is put in place immediately and a permanent note stored on your file for all future communications. Additionally, if you need one of our Claims Handlers' to repeat information to you, or you wish to have a member of your family present in order to help with your decision making then we will work hard to incorporate these needs. We will also take care to advise you honestly and to release your information cautiously to protect your rights.

How to make a complaint:

If you feel you have not received the level of care stated above, it is important you contact us to discuss your concerns as we value all feedback, whether positive or negative.

Initially, your complaint will be escalated to a Manager in our Contact Centre who will listen to you and work hard to resolve any dissatisfaction. If they cannot resolve your complaint either by the end of the third working day or if you are not happy with their suggested resolution, the matter will be escalated to our Quality Assurance Team. They will send an acknowledgement of your concerns within 1 working day. Further details about our process for handling a complaint can be found in our Complaints Procedure, a link to which you will find below.

To contact us in reference to a complaint or concern with a claim or service:

Quality Assurance Team
P.O. Box 141
Norwich
NR3 2JJ
Tel: 01603 420007
Email: qualityteam@coplus.co.uk

Should you be unhappy with the response from our Quality Assurance Team, or if your complaint takes longer than 8 weeks to investigate, you may be entitled to escalate your concerns either to the Financial Ombudsman Service (for cases regulated by the Financial Conduct Authority) or the Claims Management Regulator (for cases regulated by the Ministry of Justice).

Financial Ombudsman Service (FOS) or Claims Management Regulator (CMR)?

FOS:

If the concerns you have raised are in respect of how we have handled your claim for an insurance policy you have with us (through your Insurance Broker) then you may be entitled to escalate your concerns to the Financial Ombudsman Service. We will always provide details of the FOS along with our response to your

To view our full Complaint Procedure in respect of cases covered by the FOS, please click here.

CMR:

The Ministry of Justice regulates us for Personal Injury and Employment claims. In both situations, we will recommend the use of one our panel solicitors, as such any concerns about their conduct would generally be taken up via their own complaint procedures

If you were unfortunate enough to experience a personal injury due to an accident and did not at the time of the accident have Legal Expenses cover, and you experienced bad service from Coplus, you can make a complaint to the Claims Management Regulator.

Also, you may feel that you experienced an insufficient service when speaking to one of our advisor’s regarding an Employment Claim. If this was the case, you can contact the Claims Management Regulator who will provide direction on the proceedings of your employment or redundancy complaint.

Please note that matters directed to the Claims Management Regulator should only be related to matters where there is not an underlying insurance policy. If an insurance policy was in force, these matters should be directed to the FOS as detailed above.

To view our Complaint Procedure in respect of cases covered by the Claims Management Regulator, please click here.

Coplus is authorised and regulated by the Financial Conduct Authority.

Coplus and Brokerplus are trading names of Motorplus Limited. Motorplus Limited is regulated by the Claims Management Regulator in respect of regulated claims management activities; its registration is recorded on the website www.justice.gov.uk/claims-regulation