How to Make a Complaint

Not every journey goes to plan. But we always want to do everything we can to make our customers happy and resolve any queries or questions. Feedback is important to us; it helps us to be better. If you would like to talk to us about any concerns please call and speak to our dedicated resolution team.

If your complaint relates to your insurance policy please contact:

You can view the relevant complaints policy for this here

If your complaint relates to a claim on your policy please contact:

You can view the relevant complaints policy for this here

What Happens Next?

1. We’ll acknowledge your complaint promptly.

2. We’ll investigate thoroughly and fairly.

3. We’ll aim to resolve your complaint within 8 weeks in line with FCA requirements.

4. If we can’t provide a final response within that time, we’ll explain why and let you know when to expect it.

Our Complaint Statistics

In line with Financial Conduct Authority (FCA) requirements, we publish information on the number of complaints we receive and how we resolve them. This helps us remain transparent and shows where we are making improvements.

This can be viewed here