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Complaints

We'll work with you to set things straight

Are you looking to make a complaint?

Complaints

If you're not happy, we're not happy

General Insurance

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  • 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.
Email us your complaints

Protection and Retirement

  • Please email us if you have a complaint regarding a life insurance, pension or investment policy you hold. 
  • Please include your name, any useful policy information 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.
Email us your complaints

how it works

Our complaints commitment

Once you've told us about your complaint, here's what we'll do next:

  • Pass it to the right person
  • Get back to you as soon as possible so you know what to expect next
  • Give you the name and contact details of the person dealing with your complaint
  • Deal with your complaint fairly
  • Listen to your feedback and see what lessons we can learn from it
  • Give you a written update on progress in the unlikely event that your complaint is going to take more than eight weeks to resolve
  • See our complaints data

Taking things further

Your rights 

If you're not happy with how we've handled 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.

If we are unable to resolve your complaint and your complaint is in reference to a pension product then you may wish to take your complaint to The Pension Ombudsman Service, but you'll need to contact them within six months of receiving our final response letter.

You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). The ODR will simply pass your complaint to the Financial Ombudsman Service.

Websites:

Financial Ombudsman Service

www.financial-ombudsman.org.uk which includes more information about the service, including details of the various ways they can be contacted.

The Pension Ombudsman Service

www.pension-ombudsman.org.uk which also includes more details about their service.

European Union’s Online Dispute Resolution platform

http://ec.europa.eu/consumers/odr/ 

We're not responsible for the content of external websites.