Complaints Procedure

It is always our intention to provide customers with the best possible service. However, if you have any cause for complaint we want to know about it.

As a start, please contact your Customer Services or Claims Manager at one of the numbers shown in the Contact Information section.

If the matter is not resolved to your satisfaction, please write to the Managing Director, Contact Centres at the address in the Contact Information section.

If the matter is still not resolved you are welcome to contact the Managing Director of the car insurance company underwriting your policy. Their name and address can be found on your Certificate of Motor Insurance.

Should you remain dissatisfied, the following options are open to you:

• Ask the Personal Insurance Arbitration Service to review your case. You will retain the right to institute legal proceedings if you still wish to do so
• Contact the Association of British Insurers for assistance
• Contact the Financial Ombudsman Service (see Complaints Bodies)

Personal Insurance Arbitration Service
International Arbitration Centre
25 Angel Gate
London
EC1V 2RS

The Association of British Insurers
Consumer Information Department
51 Gresham Street
London
E2CV 7HQ

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR