We realise that things can go wrong occasionally, and when it does, we want to put things right. If you feel we have not achieved our aim, please inform us. Your feedback enables us to monitor and improve the service we provide.
How to contact us with your complaint
Please ensure that you quote your policy number in all correspondence and enclose any evidence or documentation that you wish to be considered in reviewing your complaint.
How quickly we will resolve your complaint
We will do our best to resolve your complaint quickly and with the least inconvenience to you and within the following timescales:
If further investigation is required, we will aim to resolve the complaint within four weeks of receipt.
If we are unable to resolve the complaint within these timescales, we will write to you to let you know why we have not been able to do so.
What to do if you are not happy with our response
If you feel that you have not received a satisfactory response, or the complaint has not been resolved within eight weeks of our receiving it, you may refer your case to the Financial Ombudsman Service (the FOS), set up by the Financial Conduct Authority to review unresolved complaints.
Using the Financial Ombudsman Service (FOS)
The Financial Ombudsman Service can be reached by:
In writing: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
By telephone: 0800 023 4 567.
Compensation from the Financial Services Compensation Scheme (FSCS)
We are a member of the Financial Services Compensation Scheme (FSCS). If we were unable to meet our obligations you may be entitled to compensation from the scheme, depending on the type of insurance and circumstances of any claim.
Further information about compensation scheme arrangements is available from the FSCS.
Telephone: 0800 678 1100 or 020 7741 4100.
This document can be made available in other formats on request.
Our aim is to provide the highest level of service to you at all times in dealing with all aspects of your insurance.