Our Complaints Process
We are committed to providing a quality service to all our customers by working in an open and accountable way. If our service ever falls below the standard that you’d expect, please contact us and we’ll do our very best to resolve the matter as soon as possible. You can get in touch in the following
Telephone: 01342 327111 (opening hours Monday–Friday 9.00am–5.00pm)
If you make a complaint and it can’t be resolved immediately or by the end of the third business day after it was received, we will formally acknowledge your complaint in writing within five business days.
We will fully investigate your complaint using all of the information available to us and address your concerns in full as quickly as we can. Usually we will be able to provide our final response to your
complaint within eight weeks. Sometimes it can take us a little longer to investigate your concerns and if it does, we’ll write to you to explain our progress and let you know when you can expect to receive
our final decision.
If we fail to provide you with a final response within eight weeks of the initial date of your complaint or if you’re not satisfied with our response, you may refer the dispute to the Financial Ombudsman
Financial Ombudsman Service
Harbour Exchange Square
Tel: 0300 123 9123
The European Commission under EU regulation has provided an online dispute resolution platform to help you raise a complaint. If you bought your policy online, you can make a complaint at European Commission Online Dispute Resolution. This doesn’t replace the service offered by the Financial Ombudsman Service.
Whatever you need to insure, don’t hesitate to get in touch. Let us know a time that’s convenient for you and one of our team will give you a call.