We aim to provide a high standard of service, but in the event you are dissatisfied with the service you receive, you should in the first instance contact your Insurance Intermediary who sold you your policy. If you remain dissatisfied, you should contact:


Please quote your policy number and give full details of your complaint.

We will always investigate you complaint competently, diligently and impartially, obtaining any additional information we require as necessary.

Our first objective is to resolve your complaint by the end of the third business day after receipt. If a resolution cannot be found in this time we will:

  • send you an acknowledgement of the complaint in writing. Amongst other things the acknowledgement will identify the person handling your complaint and give an indication of when we expect to provide a full response;
  • aim to resolve your complaint within a maximum of 4 weeks. In the event that this is not possible, we will formally advise you and set out what course of action we are taking.
  • after 4 weeks, increase our efforts to achieve a satisfactory resolution. If unsuccessful we commit to providing you with clear communications as to how the complaint is progressing.

If more than 8 weeks from the date of your complaint has passed and you have not received a final response, or you have received a final response but remain dissatisfied, then you may refer your complaint to the Financial Ombudsman Service.

Address: The Financial Ombudsman, Exchange Tower, London, E14 9SR



Telephone: 0300 123 9123