How do I make a complaint?
We are committed to providing the highest standard of service to its customers. However, should you need to complain, we will do everything possible to ensure your complaint is dealt with quickly and fairly.
The easiest way to complain is to send us an email or call us. You can find our complaints telephone number in your account area. Your login is the email address you used to purchase your policy and the password that was sent to you under a separate email. If you have forgotten your password, follow the instructions and we will send you a new one.
The member of staff receiving your call will try to resolve your complaint immediately. If they cannot, or further investigation is required, we will inform you of this within five business days.
In the unlikely event that your complaint has not been resolved within four weeks of its receipt, we will write and let you know the reasons why and the further action we will take.
Within eight weeks of its receipt, we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.
The European Commission Online Dispute Resolution Platform (ODR)
You may also refer your complaint to the EU Online Dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on:
This platform will direct insurance complaints to the Financial Ombudsman Service. However, you may contact the FOS directly if you prefer, using the details as shown below.
Financial Ombudsman Service
London E14 9SR
Telephone: +44 (0)30 0123 9123