Service Charter

The BiB Customer Charter makes promises reflecting BiB’s determination to always provide its customers with the highest level of customer service.

As an integral part of the companies operation, the BiB Customer Charter is the companies promise as to what customers can expect and we will strive to achieve these standards at all times, if not exceed them.

With a vast number of policies and a huge variety of clients the challenges facing us are many and varied and our highly trained staff are constantly improving their awareness and customer service skills to assist them to provide excellence at all times.

Our customers are always encouraged to let us know how we can improve our service as reflected in the following Customer Charter.

• Regualtion


• Advice


• Access


• Privacy


• Repairs Motor

• Home Claims


• Premiums


• Complaints


• Environmental


• Customer Care

Regulation

• We are fully regulated by the Financial Services Authority and will at all times comply fully with the terms of the regulations.


• Our FSA Register number is 118429

• We offer independent advice with regard to insurance requirements and product needs after we have assessed your insurance needs.


• We will ensure that we give you enough information and help so you can make an informed decision before you make a final commitment to buy your insurance policy.


• The information you will be given will be written in understandable plain English

• You will be able to speak to a UK based specialist adviser between the hours of 9am and 5pm Monday to Friday and 9am until 12 mid day on a Saturday. We will make ourselves available to talk to you at any other time convenient to you.


• We will respond to you in detail, by phone or in writing, to all written enquiries in five working days

• We are registered under the Data Protection Act 1998 and fully adhere at all times to the terms of the act.


• We may collect web statistics automatically about your visit to our site based on your name, company name, IP address and/or email address. This information is used to help us follow browsing preferences on our site so that we can regularly improve our web site. The information we gather will also enable us to better understand your needs and how you use BiB’s services, so that we can continue to improve our performance over time.


• We are keen to ensure that we are providing our customers with services that they need. Consequently, you may receive occasional e-mail messages from BiB (Darlington) Limited on matters that we consider may be of interest to you, if you have provided your email address to us for this purpose. Every email sent will provide you with the option to unsubscribe at any time.


• Your information will at all times be maintained in the strictest confidence and not passed to any outside agencies for sales and marketing purposes without your expressed permission


• We will keep your information accurate and up to date to the best of our endeavours. Any errors, omissions or alterations will be made immediately we are advised.


• We will give you access at all times to the information we keep about you subject to any information that we hold in confidence and regarding claims investigations.

• We will make all of the repair arrangements on your behalf.


• Your vehicle will be repaired by an authorised repairer to the highest standards by fully qualified repairers and, if you are not entirely happy, we will take it up on your behalf until you are.


• All work carried out in the process of accident repair will be fully guaranteed for the life of the vehicle.


• We will keep you informed at all times regarding your claim and always endeavour to advise you of the current position to enable you to plan accordingly.


• If your policy covers it, we will provide you with a loan car for the duration of the period of repair of your vehicle. If you are not covered we will put you in touch with a local car hire company where you will get the very best hire rate.


• In the event of a total loss being agreed we will despatch a settlement cheque to you in a maximum of three working days.

• Discuss clearly with you the actions you need to take and the timetable in the event of a claim being made.


• We will ensure that any tradesmen appointed by the company are fully qualified and approved by the insurers


• Keep you informed at all times with regard to progressing your claim and, should a loss adjuster be appointed, we will process loss reports with a minimum of delay and inform you of the outcome within 24 hours of receiving the report.


• In the event of a loss being agreed we will despatch a cheque to you within 3 working days of the sum being agreed.

• We will make scheduled premium payments available to you whenever possible at the most competitive rates available to us.


• Where no claims bonuses are available these will be honoured in full and no claims bonus protection will be offered where available.


• Uninsured loss recovery facilities will be offered where available from proven and effective legal sources who will pursue individual no fault losses with diligent enthusiasm to your advantage.

• Any complains about our products or service will be dealt with along the lines of our formal complaints handling procedure and ultimately reviewed monthly by the Board of Directors.


• Complaints will be responded to in 5 working days of receipt and we promise to send a final response within 4 weeks or give full details of whatever matter might be holding up a resolution.

• We will at all times adopt policies which are environmentally friendly and ensure the preservation of our natural resources to a maximum.


• We will reprocess paper in such a way as to prevent the early destruction of our woodland

• Above all we will care for our customers and at all times work with their best interests at heart.


• We will not utilise overseas call centres and will continue to employ UK based people who are qualified to carry out the tasks for which they are employed.


• We will constantly train our staff and carry out continuous assessment of their abilities in order to recognise areas where further improvements can be made


• In our business the Customer is King (or Queen!) and all decisions we make will have this ethos in mind.