Complaints FAQs#

How do I contact you to make a complaint?

For up to date contact information, please check our Complaints Page.

What is a final response?

The formal written response to your complaint, outlining the investigation conducted by the team and their findings.

If I don’t agree with the answer from complaint team, what can I do?

If you feel we haven’t addressed all your concerns or need to provide more information, please let us know. Full complaints contact information can be found by clicking here.If you’re still unsatisfied or we can’t resolve it within 8 weeks, you can seek an independent review from the Financial Ombudsman Service (FOS). FOS is a free and impartial agency for resolving disputes between regulated firms and clients.You will need to contact them within 6 months of our response. You can reach FOS by email, phone, or mail. Visit their website for more information: www.financial-ombudsman.org.uk

What information do I need to provide to make a complaint?

Make sure you tell us your name and policy reference number, claims number or assistance reference. We’ll also need to know the reason for your complaint, and how best to contact you.

How long do I have to wait for a response?

We will acknowledge receipt of your complaint within 5 working days. Our complaints team will then investigate and respond to your complaint as soon as possible. You will receive a final response in writing from us within 8 weeks.