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Want to make a complaint?

We try our best to deliver excellent service to our customers. We understand that sometimes things don’t go as planned. If this happens, we aim to respond and resolve it as quickly and fairly as possible and look for ways to stop it from happening again. Our customers are at the heart of everything we do. We value and appreciate your feedback and the opportunity to put things right.

How to get in touch

Phone: 0330 127 4521 between 9.00am to 5.00pm. Monday to Friday, excluding bank holidays.

Email: [email protected]

Post: Complaints Department, Pendeford House, Pendeford Business Park, Overstrand, Wolverhampton, WV9 5AP.

How our complaints process works

We aim to resolve things straight away, but sometimes we’ll need to handle matters using our complaints process. We follow the steps detailed below.

Summary Resolution

Where we’ve resolved your complaint with you within 3 business days of receiving your complaint, we’ll write to you to confirm that your complaint is resolved. We’ll also tell you about the Financial Ombudsman Service.

Acknowledgement

Where we’ve been unable to resolve your complaint to your satisfaction within 3 business days, we’ll write to you within 5 business days to confirm that we’ve received your complaint. We’ll also let you know who is dealing with your complaint.

Final Response Letter

If we’re unable to resolve your complaint in 3 business days, we’ll send our Final Response Letter when our investigation is complete. Please be assured that we will do all we can to resolve the problem and ensure you receive a prompt and fair response within 8 weeks of receiving your complaint. We’ll also provide you details about the Financial Ombudsman Service.

If our investigation into your complaint is not complete within 8 weeks, or if you’re unhappy with our response, you can ask the Financial Ombudsman Service to look at your complaint. If you decide to contact the Financial Ombudsman Service, this needs to be within six months from the date of our Final Response Letter.

If you would like more information about the financial ombudsman service their contact details are as follows:

Website: www.financial-ombudsman.org.uk and fill out the form.

Phone: 0800 023 4567 or 0300 123 9123

Email: [email protected]

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Lloyd’s policy holders

If your complaint relates to an insurer that is part of a Lloyd’s syndicate, you may complain to them directly. If you’re unsure whether your insurer is part of a Lloyd’s syndicate, we will be happy to help you.

Details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints and, you can contact Lloyd’s Complaints team by the following means:

Post: Complaints Team, One Lime Street, London, EC3M 7HA

Phone: +44 (0)20 7327 5693

Fax: +44 (0)20 7327 5225

Email: [email protected]