We'll move as fast as possible to sort things out.
Things don’t always go to plan. If you feel like we’ve let you down, then we want you to tell us. We’ll do our best to put things right as soon as possible, or give you more detail to make any decisions a bit clearer.
How can you make a complaint?
- Call us
Write to us
If you'd rather write to us, you can always send a letter. It might take us a bit longer to respond, but we'll get back to you as soon as possible.
Customer Relations Manager
Once we've received your complaint, we'll aim to resolve most issues within three working days.
If we can’t resolve your complaint within three working days, we’ll get in touch and let you know who you'll be dealing with it and what the next steps are.
How we will respond
Summary ResolutionWhen will you get this?
If we’ve been able to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint.What will it tell you?
It will let you know your complaint has been resolved and tell you about the Financial Ombudsman Service.
AcknowledgementWhen will you get this?
If we’ve been unable to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint.What will it tell you?
It will let you know our complaint handling process and information about the Financial Ombudsman Service.
Unable to reach resolution within 8 weeksWhen will you get this?
If we’ve been unable to resolve your complaint within 8 weeks.What will it tell you?
It will let you know why we are not in a position to give you our final response and when we expect to be able to provide this. We’ll also let you know about your right to contact the Financial Ombudsman Service.
Final ResponseWhen will you get this?
If we’ve been unable to resolve your complaint within 3 working days, we’ll send you our Final Response when we’ve completed our investigations. We’ll do our best to send this at the earliest opportunity.What will it tell you?
This is a detailed response, which will outline:
- Our investigation
- The decision
- Next steps, if applicable
It will also provide information about the Financial Ombudsman Service.
If we don’t complete our investigations within 8 weeks of receiving your complaint or you’re unhappy with our response, you may ask the Financial Ombudsman Service to look at your complaint. This is a free and independent service. If you decide to contact them, you should do so within 6 months of our response letter. Referring your case to the Financial Ombudsman Service will not affect your legal rights.
You can contact them by:
UK: 0300 123 9123 or 0800 023 4567
Abroad: +44 20 7964 0500
Financial Ombudsman Service
Their website also has a great deal of useful information:
European Online Dispute Resolution Platform
If you, an individual, purchased your policy online mainly for your own private use there is now an Online Dispute Resolution (ODR) platform created by the EU Commission, which can help with resolving disputes. You can enter any complaint, other than for trade, about your policy onto the ODR. This will forward your complaint to the correct Alternative Dispute Resolution scheme. For insurance complaints in the UK this is the Financial Ombudsman Service. Their contact details are above, if you prefer to contact them directly.
For more information about ODR please visit: http://ec.europa.eu/odr