Raising a concern
Complaints and Website Concerns
CoverPilot is currently pre-launch. This page explains how to raise concerns about our website, communications or handling of your personal information before regulated insurance trading begins.
Information to Include in Your Complaint
Provide your name, contact details, the page or communication involved, what you believe went wrong and the outcome you are seeking. Attachments should be limited to material needed to understand the issue; do not email bank details, identification documents or unrelated sensitive records.
How a pre-launch concern will be handled
We will acknowledge the message, identify the person responsible for reviewing it and gather any relevant records. The response may correct published information, explain our position, remove inaccurate data or set out another practical remedy. Complex privacy issues may be handled under the privacy notice rather than as a general website complaint.
Future regulated complaints
Once CoverPilot is authorised and begins arranging insurance, regulated complaints will be handled under the procedure applicable at that time. That procedure will explain response deadlines, insurer or principal involvement where relevant, and any right to refer a matter to an external body. The present page does not suggest that CoverPilot is already providing regulated services.
Complaints are distinct from editorial corrections. A typo or broken link can be reported directly without making a formal complaint.
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What a useful complaint should contain
A complaint should explain what happened, when it happened, who was involved and what outcome is being sought. Supporting documents can be identified without sending unnecessary sensitive information in the first message. A clear chronology helps separate the original concern from later correspondence and attempted resolutions.
During the pre-launch period, complaints may relate to website content, privacy, accessibility, communications or company conduct rather than arranged insurance. Once regulated services begin, the process and external escalation rights must reflect CoverPilot’s actual authorisation status and applicable complaint-handling rules.
- Give dates and a concise sequence of events
- Identify the page, message or interaction concerned
- State the impact and preferred resolution
- Keep copies of relevant correspondence
- Use secure channels when documents are requested
The page will be updated before trading so that contact details, response times and escalation information match the live regulated business.