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Our promise to you is that we will always be fair and reasonable whenever you have need of the protection of this policy and that we will act quickly to provide that protection.

Should there ever be an occasion when you feel that we have failed to honour our promise, we will do everything possible to ensure that your complaint is dealt with quickly and fairly. The easiest way to complain is simply to give us a call. If you have a complaint relating to a claim, please call your Claims Handler, whose number can be found on your claims documentation. For all other complaints, please contact us on 0800 051 0140 and 0123 963 6070.

If you wish to write, please use the most appropriate option below to ensure that your complaint is dealt with promptly:

  • Claims Complaints should be sent to the Head of Incident Services at the address shown on your claims documentation.
  • All other complaints should be addressed to the Head of Sales and Customer Service at the address shown on your schedule.


Our staff will attempt to resolve your complaint immediately. If this is not possible, we promise to acknowledge your complaint within 5 business days of receipt. In the unlikely event that your complaint has not been resolved within 4 weeks of its receipt, we will write and let you know the reasons why and the further action we will take.

Within 8 weeks of its receipt we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.

If you are unhappy with our decision, or if we do not complete our investigation within 8 weeks, you may refer your complaint to the Financial Ombudsman Service (FOS) which, once contacted, will liaise with us on your behalf. The FOS will inform you directly of its decision. Referral to the FOS will not prejudice your right to take subsequent legal proceedings. Their address is South Quay Plaza, 183 Marsh Wall, London E14 9SR (telephone 0845 080 1800).