We work hard to provide excellent customer service, but sometimes we may make mistakes. If we have made a mistake, we want to hear from you as soon as possible so that we can put the matter right straight away. We take complaints very seriously.
In this section, we tell you how to make a complaint to us and we explain how we will investigate and do our best to remedy the problem.
How you can make a complaint
If you are unhappy with any aspect of our service, we would like to hear about it. As a first step, please call us on freephone 0800 856 7966, between 9am and 6pm, Monday to Friday, excluding Bank Holidays.
You can write to us at:
Lynch Wood Park
You can email us, but please be aware that emails are not 100% secure.
What we need from you
To help us investigate your complaint quickly and thoroughly, please give us your full name, address, policy number and, if you can, a telephone number where we can contact you. Please explain in as much detail as you can what the problem is, and what you would like us to do to resolve your complaint.
Claims Management Companies
You may have seen some publicity about Claims Management Companies and you may even have been approached by one. Claims Management Companies operate by making a complaint on your behalf and will typically take a fee from any compensation that is paid.
Claims Management Companies do not provide a free service. The Financial Services Authority advises that if you decide to use a Claims Management Company for any type of complaint, please
(i) make sure you understand the fees it charges, and never pay a fee upfront.
(ii) make sure it is regulated by the Ministry of Justice or is a member of a professional body (for example the Law Society of England and Wales, the Law Society of Northern Ireland or the Law Society of Scotland) because they must meet certain standards.
For more details please take a look at the FSA's Who to complain to 1-2-3.
When can you expect a response from us?
We may call you to try and deal with your complaint straight away, or to make sure we properly understand what the problem is. If we can’t get in touch, or if you prefer not to be contacted by telephone, we will send you a letter within five working days acknowledging your complaint.
We aim to resolve your complaint within four weeks (20 business days) from the day we receive it. If we get to the four week stage and haven’t been able to resolve things, we will write to you to let you know we are still investigating, but need more time.
If we haven’t been able to resolve your complaint within eight weeks, we will write to you again explaining why the investigation is taking longer. Whenever possible, we will also tell you how much extra time we expect to take.
What happens if we are not responsible for your complaint?
If your complaint needs to be dealt with by another company, we will pass the complaint on for that company to investigate and will let you have their contact details.
What if you are unhappy with our response to your complaint?
If you have received a final response from us and are unhappy with the outcome of our investigation, or if we have not given you our final response within eight weeks and you are unhappy with the time we are taking, you can ask an independent Ombudsman to review your complaint. There are several Ombudsman schemes in the UK and Ireland that provide consumers with a free, independent service for resolving disputes between firms and their customers.
Find out which Ombudsman to contact, if you choose to do so.