am writing to raise a formal complaint regarding both the poor service I received from one of your call centre agents and a serious error on my insurance policy

am writing to raise a formal complaint regarding both the poor service I received from one of your call centre agents and a serious error on my insurance policy. Firstly, the policy was set up incorrectly — instead of covering my grandfather as intended, it was registered under my name. This is a significant mistake that could have serious consequences, and I am extremely disappointed that such an error occurred. Secondly, when I contacted your call centre to resolve this issue, the agent I spoke to was unhelpful and dismissive, leaving me feeling frustrated and unheard. I expect better service from a company of your reputation. I request that this matter be investigated urgently, that the policy be corrected to reflect my grandfather as the insured person, and that I receive confirmation in writing once the correction has been made. Please acknowledge receipt of this complaint and inform me of the steps being taken to resolve it.