Making an insurance complaint - our commitment to you
We are committed to the highest standard of customer care and aim to achieve fair treatment at all times. We place great importance on customer feedback and will listen carefully to your views. We pay particular attention to customer complaints, as this can help us to identify improvements to our products and services.
How to contact us
If you think we have not delivered on our service commitment, we want to hear about it. There are a number of ways that you can contact us:
UK: +44 (0)330 100 3433
(Calls to this number are charged at the same standard landline rate as calls to 01 or 02 numbers.)
ROI: +1 800 656 023
(Calls to this number are free from a landline or mobile when dialling from Ireland)
What you need to tell us when you contact us
- Your name and contact details
- Your policy/claim details
- Details about your problem or complaint
- What you want us to do to put things right
Once you've told us about your complaint, we'll:
- Pass it onto our Customer Relations Leader, who will then contact you
- Acknowledge receipt of your complaint within five working days
- Try to resolve your complaint as soon as possible
For more complex issues, it's likely that we will need longer to look into what's happened and we may ask you for further information to help us reach a decision.
If you’re not satisfied with our response to your complaint
If you’re not satisfied with our response or feel we haven’t considered all the issues, we’re happy to review any further information you provide.
If, after eight weeks, we have not resolved your complaint and provided a final response, or you are not satisfied with our final response, you may have the right to take your complaint to the Financial Ombudsman Service (FOS). We will provide a copy of the FOS standard explanatory leaflet. You can also download a copy of the FOS standard explanatory leaflet by clicking here, or you can contact them directly; their details are as follows:
Financial Ombudsman Service
Their phone number is 0800 023 4567 (calls to this number are free from mobile phones and landlines).
You can send an e-mail to: firstname.lastname@example.org
Or you can log on to their website: www.financial-ombudsman.org.uk