Making a complaint
It's always our aim to give you the best possible customer service. However, from time to time, we understand you might not always be completely satisfied with our service. If that's the case, we want to know about it as soon as possible.
Whether your complaint is big or small, we want you to get in touch so we can try and resolve your issue as quickly as we can – and to your satisfaction. Please get in touch with us by:
- Phone: 0345 045 0059
- Email: firstname.lastname@example.org
- In writing:
Customer Relations Manager
Still not satisfied?
If you're not satisfied with our complaints service or the summary resolution and final response letter you receive – either from us or an individual insurer – you have the right to get in touch with the Financial Ombudsman Service. It's free of charge, and you need to get in touch with them within six months of the date of our summary resolution or final response letter. Referring this to the Financial Ombudsman Service doesn't affect your right to take legal action. You can contact them by:
- Writing to:
Financial Ombudsman Service
Harbour Exchange Square
- Phone: 0800 023 4567
- Email: email@example.com
Just so you know, if you don't get in touch with the Financial Ombudsman Service within six months, they won't have the authority to consider your complaint. They would only be able to do so in very limited circumstances, for example, if they believe the delay was as a result of exceptional circumstances.
Following the above complaints procedure doesn't affect your right to take legal action.
Alternatively, if you bought one of our products online, you can also make a complaint to the Online Dispute Resolution (ODR) platform.