Our aim is to deliver a great customer service at all times but we accept that sometimes things can go wrong however we can usually resolve most issues quickly.
We work with various brands and manage different parts of the claims journey, so to make sure that your complaint is sent to the right place without any delay, please get in touch with the team dealing with your claim, or the sale, or service of your policy. The contact details can be found in your policy documentation or general contact information is available on our ‘Contact us’ page.
Alternatively, if you are unable to find the contact details that you’re looking for, please register your complaint using our simple online form . Before doing so, please make sure you read the below details on how we will process your complaint and have the following information ready:
Following the submission of your complaint:
If you remain dissatisfied with the resolution of your complaint or if we’ve been unable to resolve your complaint within 8 weeks, you ‘ll be able to escalate your complaint to the Financial Ombudsman Service. Details on how to do this will be issued to you in our final written response, if resolved, or on our 8 week update letter, if unresolved.
If you‘ve bought a product online and are unhappy with it or the service received, you can also use the European Commission’s Online Dispute Resolution service to make a complaint. This service helps to identify a suitable Alternative Dispute Resolution (ADR) provider , which we expect to be the Financial Ombudsman Service. Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after we have had the opportunity to review and try and resolve it first.