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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.

Under our complaints procedure we will adhere to the following:

We will accept your complaint by telephone, letter, facsimile or email at

Your complaint will be dealt with in a diligent, timely and fair manner. Our primary focus in our handling of complaints is to treat the customer fairly.

In some cases your insurer will take over the handling of your complaint immediately and any response will be issued by them and following their timetable. 

In the event that we have complaint handling authority, we aim to resolve your complaint promptly. If we are unable to achieve this by the third business day following receipt of your complaint (unless we are required to refer your complaint to your insurers as a result) we will: 

•    Formally acknowledge your complaint in writing within 5 business days
•    Provide a final response within 14 days (from date of receipt)
•    If we are unable to provide a final response within this time, we will advise you of the reasons why and provide you with the date by which we expect to respond by
•    If you are unhappy with our final response (and you are an eligible complainant) we will inform you on what further dispute resolution options are available to you 

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 information to refine and improve our processes.

You can obtain more details with regards to complaints at or, if a Lloyd’s policy,