Frequently asked questions
What to do if I have any question regarding my policy?
Any enquiries in respect of your policy cover, adjustments, cancellations, renewals, etc. must be referred to your insurance intermediary (Broker), as we are unable to deal with them directly.
How is my policy regulated?
Pukka Services is a Trading Style of Action 365 Ltd. Action 365 Ltd is registered in England and Wales – Company Number - 3839322. Registered Address - Bizspace, Cheadle Place, Cheadle, Cheshire, SK8 2JX. Action 365 Ltd is authorised and regulated by the Financial Conduct Authority. Our firm reference number (FRN) is 306011. You can check this on the Financial Conduct Authority Register by visiting www.fca.org.uk.
What is the MID?
The Motor Insurers’ Database (MID) is the only centralised database of motor insurance policy information for all insured vehicles and its what the Police have access to when checking to see you have the correct insurance in place. It normally takes a day or two to update the Motor Insurers’ Database and in some cases it can take a little longer.
Why is it important to keep my policy information up to date?
It is essential that you let your broker know of any changes that may affect your policy.
One reason you should let your insurer know of any changes is to ensure you are paying a premium that is based on the correct details.
Additionally, if your details change and you do not update your information, you may have problems in the event of a claim. For example, your policy may be cancelled, void or the claim settlement figure might be affected.
What if i have a complaint?
Our objective is to always exceed your expectations and to get things right, on time, every time. We also acknowledge that sometimes mistakes can occur and things can go wrong. Telling us you are unhappy is our opportunity to put things right and to learn from our mistakes so we can improve the products and services we offer in the future.
We will always aim to:
• Address your complaint promptly while adhering to the Complaints guidelines.
• Clearly and fairly communicate our decisions, providing your rights if dissatisfaction persists.
• Use insights from our errors to enhance the quality of our services and the products we provide.
You can make a complaint by contacting us by any of the following means:
Write to the Complaints Manager, Action 365 Ltd, Biz Space, Cheadle Place, Stockport Road, Cheadle SK8 2JX
E-mail your complaint to: complaints@pukka.co.uk
Or telephone on 0161 884 1590
If you are dissatisfied with the firm’s response, you may then refer the said complaint to the Financial Ombudsman Service on: 0800 023 4567
www.financial-ombudsman.org.uk