If you are dissatisfied in some way, we would like to know and, as required by the FCA, we have a formal complaints handling procedure. Speak to the person with whom you arranged the insurance policy or with whom you normally deal. If that person is unable to answer your query to your satisfaction and you wish to make a formal complaint, you may do so either orally or in writing.

All complaints will be acknowledged promptly by our Complaints Officer. We are statutorily required to provide a final response within eight weeks but will in any event look to respond as soon as practically possible, given the complexity of the matter of the complaint. Our response will include an acceptance of complaint and an offer of redress or a rejection of the complaint with reasons.

If there remains dissatisfaction, then a further appeal can be made within six months from our final response to The Financial Ombudsman Scheme. Where compensation may be available, we are bound by any decision.

Financial Ombudsman Scheme
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 0845 605 5525

Website: www.financial-ombudsman.org.uk