How we deal with GI Complaints

Complaints and feedback

We'll work with you to put things right

Email us

  • Please email us if you have a complaint regarding a car, home, pet, landlord, breakdown or travel insurance policy you hold. 
  • Please include your name, any useful policy information, your postcode and a way we can contact you, in your email.
  • When emailing please don’t send us confidential or financial information like credit card details.

Complaints data

  • We aim to get everything right first time, but sometimes things can go wrong.
  • If this happens, please let us know so we can put things right. We always do our best to resolve problems as quickly, thoroughly and fairly as possible.

How it works

Our dedicated complaint handlers

Once we've received your complaint, here's what happens next:

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  • We'll pass it to the correct person
  • Get back to you as soon as possible so you know the next steps
  • Give you the name and contact details of the person dealing with your complaint and we'll deal with your complaint fairly
  • Listen to your feedback and see what lessons we can learn from it
  • Finally, (in the unlikely event) that your complaint is going to take more than eight weeks to resolve, we'll give you a written update on the progress. 

Your rights

If you're not satisfied with how we've dealt with your complaint, here's what you can do next:

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If we can't resolve your complaint, the Financial Ombudsman Service may be able to help you. Their service is free for you, but you'll need to contact them within six months of receiving our final response letter.

Their website includes more information about the service, including details of the various ways they can be contacted.