What happens if you complain
Our goal is to give excellent service to all of our customers but we know things go wrong sometimes. We take all the complaints we receive seriously and aim to resolve any problems you might experience promptly. We strive for continuous improvement and welcome your feedback to help us with this.
If you make a complaint:
- We will acknowledge your complaint within two working days
- We will aim to resolve your complaint within five working days
- Once we have fully investigated your complaint and assessed your concerns, we will respond with a decision.
In most cases we are able to resolve our customers’ concerns quickly but sometimes we need to make more detailed enquiries. When this happens we will contact you with an update and give you an expected date of response. All complaints are investigated at a senior level.
If you are not happy with the final decision, you can refer the matter to the Financial Ombudsman Service (FOS).
The FOS will only consider your complaint if you have given us the opportunity to resolve it and are a private policyholder. However, if we don’t resolve your complaint within 40 working days, the FOS will accept a direct referral.
Whilst we are bound by the decision of the FOS, you are not.
If you are still not satisfied following the decision from the FOS, we recommend that you take independent legal advice.
1. Seek resolution by contact with us
If you are disappointed with any aspect of your insurance or the service you’ve received from us, we would encourage you to contact the department concerned. You can email, phone or write to us, whichever you prefer, and ask us to review the problem. Your complaint will be investigated at a senior level and a final decision given.
2. Refer your complaint to the Financial Ombudsman Service
If you are still unhappy after contacting us and feel the matter has not been resolved to your satisfaction, please contact the FOS at:
Financial Ombudsman Service,
London E14 9SR
From landlines call: 0800 023 4567*
From mobiles call: 0300 123 9123*
Financial Services Compensation Scheme (FSCS)
You are covered by the Financial Services Compensation Scheme (FSCS) and may be entitled to compensation from the scheme if we cannot meet our financial obligations. This depends on the type of insurance you have and the circumstances of your claim.
Further information about compensation scheme arrangements is available from the FSCS. You can either:
Visit their website at: www.fscs.org.uk
Phone them on: 0800 678 1100*
Or write to them at:
Financial Services Compensation Scheme,
10th Floor, Beaufort House,
15 St Botolph Street,
London EC3A 7QU
* Call costs may vary depending on your service provider. If phoning from a mobile please check with your mobile operator. All our calls are recorded for training purposes.