Our goal is to provide an excellent service to all our customers. If, however, you are dissatisfied with any aspect of our service then please let us know immediately by sending email to [email protected].
You may also notify us by calling 0116 269 0999 or by writing to us at:
We take all customer feedback seriously and will ensure your concerns are quickly and fairly resolved by the appropriate department. Further information regarding the notification of complaints can be found within your policy wording.
If your complaint relates to our insurance services (the sale, administration, or handling of a claim in relation to an insurance policy) and it has not been possible to resolve the matter to your satisfaction, you have the right to make an appeal to the Financial Ombudsman Service. This applies if you are insured in a business capacity and have an annual turnover of less than €2 million and fewer than ten staff. You may contact the Financial Ombudsman Service at:
The Financial Ombudsman Service
Harbour Exchange Square
Email: [email protected]
The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.
Please note: The Financial Ombudsman Service can only consider complaints that relate to our insurance services. Complaints that relate to our consultancy services (general advice and consultancy, contract assessments and reviews, for example, which are not regulated by the Financial Conduct Authority) fall outside the scope, and cannot be considered by the Financial Ombudsman Service. Alternative forms of dispute resolution may be available in circumstances where it is not possible for such complaints to be resolved directly.
If you wish to complain about an insurance policy or consultancy service that you purchased via our website, you may be able to use the European Commission’s Online Dispute Resolution platform, which can be found at ec.europa.eu/consumers/odr/.
The Online Dispute Resolution platform provides an alternative means for you to notify your complaint to us, however, it should be noted that the platform does not operate as an independent adjudicator of complaints, and therefore should not be considered a form of alternative dispute resolution.
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