Make a complaint Not happy with our service? If we have failed to resolve matters to your satisfaction you may wish to bring this to our attention. Read more Under our complaints procedure we will adhere to the following: We will accept your complaint by telephone, letter, facsimile or email at firstname.lastname@example.org Your complaint will be dealt with promptly. We can often resolve issues immediately but in cases where we are unable to do this, we will issue a written acknowledgement within 3 working days providing the name of the individual dealing with your case, together with their contact details and full details of our complaints handling procedures. We aim to provide you with a final response within 8 weeks, or earlier if required by your insurers. If we are unable to do this we will explain the reason for the delay. Our primary focus in our handling of complaints is to treat the customer fairly. Our complaint process complies fully with the rules set out by the Financial Conduct Authority (FCA). We always seek to learn from complaints and use the data to refine and improve our processes. You can obtain more details with regards to complaints at https://www.financial-ombudsman.org.uk/consumer/complaints.htm or, if a Lloyd’s policy, https://www.lloyds.com/policyholder/policyholder-complaint.