We are committed to providing a high-quality service, but we recognise that sometimes things can go wrong. If you are unhappy with any aspect of our service, please let us know so we can try to put things right.
When contacting us, it is helpful if you can include:
- The date
- Your name and claims reference number
- A clear description of your concerns
- Any supporting information or evidence
- What you feel would be a fair resolution
Once we receive your complaint, we will:
- Acknowledge your complaint and begin our investigation.
- Provide a written Final Response within 8 weeks, in line with the Financial Conduct Authority (FCA) guidelines.
If you are not satisfied with our Final Response, or if 8 weeks have passed since you raised your complaint and it remains unresolved, you have the right to refer your complaint to the Financial Ombudsman Service:
Financial Ombudsman Service
The Ombudsman is an independent service that aims to resolve disputes fairly and impartially.
