Complaint Procedure
We strive to provide the highest standards of customer service but sometimes, things go wrong.

If your experience of us or a policy that you have purchased from us is not to your satisfaction, we need you to tell us about it as soon as possible so that we may take steps to rectify the situation, improve our policies and procedures and help to ensure that it doesn't happen again to you or any future customer.

In order to ensure that your complaint is dealt with quickly and efficiently please follow our complaints procedure as set out below.

Please select which policy complaint procedure you wish to see.

If it is not possible to reach an agreement...

You have the right to make a complaint to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than €2 million and fewer than ten staff. You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

0300 123 9 123
complaint.info@financial-ombudsman.org.uk

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

Financial Ombudsman Service Logo

Online Dispute Resolution

If you purchased your policy online, You may also raise Your complaint via the EU Online Dispute Resolution Portal. This will forward Your complaint to the correct Alternative Dispute Resolution scheme. For insurance complaints in the UK this is the Financial Ombudsman Service (as discussed above). However, this may be a slower route for handling Your complaint than if You contact the Financial Ombudsman Service directly.