If you are unhappy with our products or service, please contact us as soon as possible.
You can complain in writing or by phone at any time as follows:
4th Floor, The Office,
1 Market Square, Circus Street,
Brighton BN2 9AS
Phone: 0345 60 20 999 or 01323 737 541 (all calls are recorded)
Our promise to you
We will aim to deal with your complaint within one business day.
To deal with your complaint we will:
- investigate your complaint thoroughly and impartially;
- keep you informed of the progress of the investigation; and
- respond in writing to your complaint as soon as possible.
For more complicated issues, we may need a little longer to investigate, and we may ask you for more information to help us reach a decision.
If you are not satisfied with our response, or if we have not completed our investigation within eight weeks, we will tell you about your right to take the complaint to:
Financial Ombudsman Service
Exchange Tower, Harbour Exchange, London, E14 9SR
Phone: 0800 023 4567
If you have bought your insurance online, you can also register your complaint on the Online Dispute Resolution website, which has been set up by the European Commission.
This complaints procedure does not affect your right to take legal action.