We aim to provide a high level of service to all our customers but occasionally things can go wrong, when this happens we will do everything we can to put things right.
If you have a complaint about our service or your policy, please contact us:
Please ring 0344 412 2118 and you will be put through to the Customer Service Team. We will attempt to resolve your complaint within 24 hours. If this does not happen we will agree the next step with you.
Please address your letter to:
Customer Relations Manager
Should you wish to use an alternative means of communication, we are happy on request to correspond with you by e-mail, or fax.
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.
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 of when we will be contacting you again.
By the end of 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 and advising you of 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 always try to resolve any complaint to put things right. 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 day is 9am to 5pm Monday to Friday, not including Bank Holidays.