Your Rights & Complaints

Insurance Clarity Last updated: August 2026

If something’s gone wrong, tell us

We want you to be happy with the advice and service you get from us. If you’re not, please say so. We’d much rather know about it than not — it’s the only way we can put things right and do better next time.

You won’t be made to feel awkward for raising something, and it won’t affect the service you get from us.

How to make a complaint

You can complain in whichever way is easiest for you:

Email: info@insuranceclarity.co.uk Phone: 0114 697 4546 Post: Insurance Clarity, 656 Chesterfield Road, Sheffield, South Yorkshire, S8 0SB

It helps if you can tell us your name and contact details, what happened, when it happened, and what you’d like us to do about it — but don’t worry if you can’t put it all neatly. Tell us in whatever way works for you and we’ll ask if we need anything else.

If it’s easier for you to complain by voice note, over a call, or through someone who supports you (a partner, family member or advocate), that’s absolutely fine. Just let us know who’s acting for you.

What happens next

Step 1 — We acknowledge it

We’ll acknowledge your complaint as soon as we can after receiving it. Where we can, we’ll aim to sort it out within three business days. If we do, we’ll send you a summary resolution communication confirming what we’ve agreed.

Step 2 — We investigate

If it can’t be resolved quickly, your complaint is passed to PRIMIS Mortgage Network, our network, who will carry out a full investigation. You’ll get a written acknowledgement, and a final response within eight weeks of us receiving your complaint. If it’s going to take longer than that, we’ll write and explain why, and tell you when you can expect an answer.

Step 3 — Our final response

You’ll get a final response letter setting out what we found, our decision, and what we’re doing about it. If we’ve got something wrong, we’ll say so and explain how we’ll put it right.

If you’re still not happy

PRIMIS Mortgage Network Building 5, Croxley Park, Hatters Lane, Watford, Hertfordshire, WD18 8YG Phone: 01923 744 340 Email: complaints@primis.co.uk

The Financial Ombudsman Service

If you’re not satisfied with our final response, or if eight weeks have passed without one, you can refer your complaint to the Financial Ombudsman Service. It’s free and independent.

Exchange Tower, London, E14 9SR Phone: 0800 023 4567 or 0300 123 9123 Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk

You normally need to refer your complaint to the Ombudsman within six months of the date of our final response letter, so it’s worth not sitting on it.

Using the Ombudsman doesn’t affect your legal rights.

Complaints about your personal information

If your complaint is about how we’ve handled your data, please see our Privacy Policy. You also have the right to complain to the Information Commissioner’s Office at www.ico.org.uk or on 0303 123 1113.

Extra support

If you need information in a different format — larger print, plain text, a phone call instead of an email, or more time to respond — just tell us. We work with a lot of neurodivergent clients and we’d rather adjust how we communicate than have you struggle with a process. It’s no trouble and you don’t need to explain why.

Insurance Clarity is a trading style of Mortgage Clarity Ltd, who are an Appointed Representative of PRIMIS Mortgage Network, a trading name of First Complete Ltd. First Complete Ltd is authorised and regulated by the Financial Conduct Authority. Mortgage Clarity Ltd — company number 16659980, registered in England & Wales.