Last updated: June 30, 2023
We want to give you great customer service but should anything go wrong just tell us what happened and we’ll look into it for you. If you are unhappy with the outcome of your complaint please discuss this with us and we we will consider your appeal fairly and reasonably based on the available facts.
You can complain to us via telephone, post or email. If your complaint is about your insurance, or a claim on your insurance you submitted to us, please refer to your insurance policy for the specific details how to contact us. This will put you in direct contact with our team most knowledgeable on your specific insurance scheme. Alternatively you can contact us through our Contacts page on our website.
You can send us photos and files to help us understand your issues.
Any complaints may be raised without prejudice to your legal rights.
On occasion there may be a complaint where you are still not happy that your complaint has been resolved in a way that you can agree with after our final resolve. On these occasions you have the right of an independent review of your complaint and our handling of your complaint by the Dispute Resolution Body (“DRB”) which has jurisdiction in your country.
Relevant details of your DRB are set out in your policy documentation. Our final response letter will also identify the applicable DRB and the period available available to you for raising the matter with the DRB.
For matters relating to the insurer of your insurance policy, for example a claim outcome, the policy itself or the policy procedures, please contact (within 6 months of the final response on behalf of the insurer):
Financial Ombudsman Service,
Exchange Tower,
London E14 9SR
You can contact the Financial Ombudsman Service (“FOS”) by telephone, post or email. Please access the website of FOS here to access all relevant contact details.