What we promise you
Our promise to you is that we’ll always be fair and reasonable whenever you need us and that we’ll act quickly to resolve any issues that may come up. Should there ever be a time when you feel that we’ve failed to honour our promise, we’ll do everything possible to ensure that your complaint is dealt with quickly and fairly.
How to make a formal complaint
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 Advisor, 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 make sure you choose the right option so 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.
What happens next?
Our staff will attempt to resolve your complaint immediately. If this isn’t possible, we promise to acknowledge your complaint within 5 business days of receipt. In the unlikely event that your complaint hasn’t been resolved within four weeks of its receipt, we’ll write and let you know the reasons why and the further action we’ll take.
Within eight weeks of its receipt we’ll 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’re unhappy with our decision, or if we don’t complete our investigation within eight 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 won’t prejudice your right to take subsequent legal proceedings.
The Financial Ombudsman Service
London E14 9SR
Consumer helpline:Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone.
Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.
From abroad please call on +44 20 7964 0500.
Mon – Fri, 8am to 8pm
Saturday, 9am to 1pm
European Online Dispute Resolution platform
The European Commission has launched the European Online Dispute Resolution platform (ODR platform). The ODR platform is a website which helps customers who’ve bought something online in the EU if a dispute arises.
The platform will send your complaint to a certified Alternative Dispute Resolution Provider who works to solve the problem. In the UK that would be the UK Financial Ombudsman Service. Their contact details are above. The ODR can also offer translation services if your complaint is with a company in a different country.
You can access the ODR platform by clicking here
You can still contact us directly