Our Complaints Procedure

Our Complaints Procedure

It is our intention to provide you with the highest level of service at all times. However, in the event that our service does not meet your expectations please contact us in writing or by phone.

We will always confirm receipt of your complaint within five working days and will include the name of the staff member who will deal with the complaint.

We will do our best to resolve the problem and will respond to you in writing with our final response within eight wee ks. If you are not satisfied with our final response may we remind you that in limited circumstances*, within 6 months, you have access to the Financial Ombudsman Service (FOS).

The FOS’s contact details are:
FOS, South Quay,
183 Marsh Wall,
E14 9SR

Phone 08450 801800
Website: www.ombudsman.org.uk

*limited circumstances are where the Policy is taken out by:

  • An individual
  • A business with an annual group turnover of less than £1m.m
  • A charity with an annual income of less than £1m
  • A trustee of a trust that has a net asset value of less than £1m

Please note that your Insurer operates their own Complaints Procedure, full details of which are contained in your policy document.