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Let’s get it fixed for you as soon as possible

Sometimes, even with the best intentions, things don't go to plan. If you feel let down somehow, get in touch and we'll do our best to put it right for you.

How to get in touch

However you choose to get in touch, your complaint will be handled as quickly as possible. If we can't fix the problem straight away, we'll let you know why and what the next steps are.

By phone

Give us a call on
0330 460 0277
Monday - Friday 8am-6pm

By email

Send us a message
complaints@cycling.directline.com

What will happen with your complaint?

If you make a complaint, the complaints team will follow the steps detailed below.

Step 1:

Contact the Direct Line Cycling Insurance complaints team via phone or email.

The representative who assists you will do their best to resolve your complaint as quickly as possible.

Step 3:

Your complaint will be handled by the Administrator, who will review Your complaint and issue You with a Final Response letter at the earliest opportunity and within 8 Weeks.

Step 2:

If your complaint can't be resolved easily and needs further investigation, you will receive formal acknowledgement of your complaint within five working days. You'll also be given a copy of the complaints handing process.

Step 4:

You’ll receive a Final Response letter within 8 weeks, which will:

  • Set out our understanding of your complaint.
  • Explain in plain English the relevant information and circumstances.
  • Give a clear explanation for any delays in resolving your complaint.
  • Draw a conclusion and explain our decision.
  • Pay any redress and take any actions agreed with you.
  • Explain your Financial Ombudsman Service (FOS) referral rights (detailed below).
We’re regulated by the Financial Conduct Authority (FCA). We’ll only follow the four steps above if the FCA agree your problem meets their definition of a complaint. Each step will also give you further information about the Financial Ombudsman Service.

Independent review

If the Direct Line Cycling Insurance team hasn't completed their investigations within eight weeks of receiving your complaint, or you're unhappy with the response, you can ask the Financial Ombudsman Service (FOS) to look at your complaint.

This is a free and independent service. Referring your case to the Financial Ombudsman Service does not affect your legal rights.

You can contact them by:

Email:
complaint.info@financial-ombudsman.org.uk

Phone:
UK: 0300 123 9123 or 0800 023 4567
Abroad: +44 20 7964 0500

Writing to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Their website also has a great deal of useful information: www.financial-ombudsman.org.uk