If something goes wrong
Complaints procedure
If you are unhappy with our service we want to hear about it. This is exactly what happens when you tell us, and what to do if we do not put it right.
What happens
The four steps
A complaint about our service does not pause, affect or put at risk the complaint we are pursuing on your behalf. The two are handled entirely separately, and raising one will never count against you.
- 01
Tell us
By phone, by email or in writing, and either verbally or in writing. You do not need to use any particular form of words, and you do not need to put it in writing if you would rather not.
- 02
We acknowledge it within 3 business days
In writing, naming the person handling your complaint so you know who to speak to.
- 03
We investigate
If we can resolve it by the close of the third business day, we may issue a Summary Resolution Communication. Otherwise we will send you a final response within 8 weeks.
- 04
If you are still unhappy
You can refer your complaint to the Claims Management Ombudsman, free of charge. You have 6 months from the date of our final response.
How to reach us
Making a complaint
Complain to us
- Phone
- 020 3985 6523
- Post
- The Atrium, Ground Floor
18 to 20 Frederick Street
Birmingham B1 3HE
Claims Management Ombudsman
Part of the Financial Ombudsman Service. For complaints about us.
Referring a complaint to them is free. You have 6 months from the date of our final response.
- Phone
- 0800 023 4567
- Address
- Exchange Tower, London E14 9SR
Need help making a complaint?
Tell us if you need any adjustments, for example more time, a different format, or a trusted person to help. We will support you.