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Complaints Procedure
We take all complaints seriously and aim to resolve them promptly and fairly.
About Us
1. Who We Are
My Taxi Insurance is a trading style of Captios Limited, an independent insurance broker authorised and regulated by the Financial Conduct Authority (FCA) (FRN: 717691).
Registered Office29 Ivatt Way, Peterborough, PE3 7PH
PrincipalAbid Hussain
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2. How to Make a Complaint
You can complain using any of the following routes:
By Phone
01733 263311By Email
[email protected]By Post
Abid Hussain
Captios Limited
29 Ivatt Way
Peterborough, PE3 7PH
To help us investigate promptly, please provide:
- Your policy number (if applicable)
- A clear summary of the issue
- Relevant dates, names and documents
- What outcome you are seeking
Our Process
3. Our Complaints Process and Timelines
We aim to resolve complaints fairly, consistently and as efficiently as possible. Our process is aligned with FCA DISP and ICOBS requirements.
1
Quick Resolution (Within 3 Business Days)
We aim to resolve your complaint by the close of the third business day after receiving it. If resolved in this timeframe, we will send you a summary resolution communication confirming the outcome and your right to refer to the Financial Ombudsman Service (FOS) if you remain unhappy.
2
If Not Resolved Within 3 Business Days
If we cannot resolve the complaint within 3 business days, we will send a written acknowledgement within 5 business days, begin a formal investigation, may contact you for further information, and will provide progress updates where appropriate.
3
Final Response (Within 8 Weeks)
We will issue a final response as soon as possible and, in any event, within 8 weeks of receiving your complaint. The final response will set out our investigation findings, our decision and reasoning, any redress offered (where appropriate), and your right to refer the complaint to the FOS if you remain dissatisfied.
Response Timeline
Quick resolution attemptWithin 3 business days
Written acknowledgement (if not resolved)Within 5 business days
Final responseWithin 8 weeks
Escalation
4. Financial Ombudsman Service (FOS)
If you are unhappy with our final response, or if you do not receive a final response within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service.
Time limit: You must normally refer the complaint to the FOS within 6 months of the date of our final response letter.
Who Can Use the FOS (Eligibility)
- Consumers
- Micro-enterprises (fewer than 10 employees and turnover or balance sheet under £2m)
- Small charities (annual income under £6.5m)
- Certain small trusts (net assets under £5m)
Financial Ombudsman Service Contact Details
Clarification
5. If Your Complaint Relates to an Insurer
Some issues are best handled directly by the insurer. For example:
- • Claim decline or settlement disputes
- • Policy coverage/exclusions and insurer policy terms
- • Insurer premium decisions
If your complaint is about an insurer decision, we can provide the insurer's complaints procedure and signpost you to the right contact route.
If your complaint is about our service as your broker (e.g., advice, service, fees, administration, communication), you should use this complaints procedure.
Accessibility
6. Vulnerability and Accessibility Support
We can provide additional support for customers who may be vulnerable or who need extra assistance. Options may include:
Flexible communication methods (phone, email, post)
More time to respond and explain options
Clear language and step-by-step explanations
Allowing a representative to communicate on your behalf
Alternative formats where available
Interpretation support (where practicable)
Our Commitment
7. Fair Outcomes and Continuous Improvement
We will:
- Assess each complaint on its merits
- Consider impact and fairness
- Provide redress where appropriate
- Give clear explanations and outcomes
We also undertake root cause analysis to identify recurring issues, and we report complaint trends and improvement actions to senior management to drive continuous service enhancement.
This complaints procedure is aligned with FCA DISP (Dispute Resolution: Complaints) sourcebook requirements. We are committed to treating all complainants fairly and resolving issues promptly. For full details of our service terms, please see our Terms of Business.
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