How we take care of your complaints

If you need to make a complaint, we want the process to be as straightforward as possible. Our aim is to:

• make it simple for you to tell us about your complaint
• carry out a full investigation
• consider your complaint carefully
• tell you all the actions we're taking
• make sure you're happy we've handled your complaint fairly

There are different ways to make a complaint, depending on what type of policy you have with us.

Find out below how to get started.

Making a complaint can be stressful. That's why we want you to be able to complain in a way that suits you best.

You can make a complaint over the phone, by email or in a letter.

Use the details below to get in touch.

Get in touch if you need to make a complaint about your home insurance or the service you’ve received from us. You can do this by calling, emailing or writing to us.

Use the details below to get in touch.

You'll hear back from us within five days of us receiving your complaint. In some cases, we’ll send you an acknowledgement letter, or it could be a full reply.

An acknowledgment letter will tell you:

• who's dealing with your complaint
• when we'll contact you again

Once we’ve sent that, we’ll investigate your complaint fully and write to you with our findings.

If it’s a complicated case, we might need to spend a little longer investigating – but we’ll keep you up to date with our progress.

We’ll always respond to your complaint within eight weeks, in line with the deadline set by the Financial Conduct Authority.

All our complaint handlers are trained and monitored to make sure they deliver a professional service.

If you're not happy with the way your complaint is handled, you can ask for it to be reviewed at a higher level.

We try to resolve all complaints internally. You have the right to refer your complaint to the Financial Ombudsman Service (FOS) if:

• you're still unhappy with our response to your complaint
• we've not resolved it eight weeks after you first told us about it

If you want the Financial Ombudsman Service to look into your complaint, you must refer it to them within six months of the date of our final response to you.

You can contact them by:

Post
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 (free from mobile phones and landlines)
0300 123 9123 (costs no more than calls to 01 or 02 numbers)

Email: complaint.info@financial-ombudsman.org.uk

Website: financial-ombudsman.org.uk

The Financial Ombudsman Service offers a free independent service, and they can help with most financial complaints. For further information you can visit the Financial Ombudsman Service website..