We aim to provide a high level of service to all of our customers to ensure minimum complaints but occasionally things can go wrong, and when this happens we will do everything we can to put things right.
Frequently asked questions
If you have a complaint about our service or your policy, please contact us in the first instance.
Here are a few ways that you can get in touch with us:
For car, van and home policies: 0344 412 2118
For life policies: 0330 018 8806
You will be put through to the correct customer service team and we will attempt to acknowledge your complaint as soon as possible. If this does not happen we will agree the next step with you.
We are currently operating with reduced staff numbers which means it may take longer than usual to resolve your query. We aim to respond to you as soon as possible.
Should You wish to use an alternative means of communication, We are happy on request to correspond with You by e-mail. Please email us at:
Please include details of Your name and address, a contact telephone number, Your policy or quote number and details of why You are unhappy. This will help Us to respond to You as quickly as possible. If We do not have enough information to investigate Your complaint We will contact You to ask You for further details. In all cases We will send a written acknowledgement of Your complaint to You within 5 working days of its receipt. In our acknowledgement We will advise You of the name and job title of the person who will be dealing with Your complaint.
Write to us:
Please address written correspondence to: Customer Relations Manager, Fusion House, Katharine Way, Peterborough, PE3 8BG.
When communicating your complaint through any of the channels provided above, please include your name, address, a contact telephone number, your policy or quote number and details of why you are unhappy.
This will help us to respond to you as quickly as possible. If we do not have enough information to investigate your complaint we will contact you to ask you for further details.
In all cases we will send a written acknowledgement of your complaint to youwithin 5 working days. In our acknowledgement we will advise you of the name and job title of the person who will be dealing with your complaint.
Within four weeks of receiving your complaint we will send you either: A final response; or
A letter explaining why we are not yet in a position to resolve your complaint and advising you when we will be contacting you again.
Eight weeks after receipt of your original complaint letter we will send you:
A final response; or
A letter explaining why we are still not in a position to issue a final response, advising you when we expect to be able to do so. At this time, if you are dissatisfied with the delay you may refer your complaint to the Financial Ombudsman Service. For more information please go to www.financial-ombudsman.org.uk
We try to resolve every complaint however, if you have already contacted us and we have not resolved your complaint to your satisfaction, you may wish to use the European Commission’s Online Dispute Resolution service. This is an online portal designed to help consumers who have bought goods or services online to conduct dispute resolution, in any of the official languages of the European Union, which will then be forwarded to the Financial Ombudsman Service.
For full details of our complaints handling process please see the section marked ‘Complaints procedure’ in your main policy documentation.
For the purposes of handling complaints our working hours are 8am to 8pm Monday to Friday, not including bank holidays.