You can register a complaint either in writing, by phone or by email – whichever method is easiest for you. To help us respond to your complaint quickly, please quote your policy number in all correspondence. What Will Happen
We will fully investigate your complaint, and do everything possible to resolve your complaint as quickly as possible. If it is not possible to resolve your complaint quickly, we will promptly acknowledge your complaint in writing and keep you advised of progress. In the unlikely event that we have not resolved your complaint within 8 weeks we will write to you again to explain the reasons why we have been unable to resolve your complaint and advise you of when we expect to be able to give you our final response.

If you are not satisfied with our final response to your complaint, or if we have still not been able to resolve your complaint within 8 weeks of receipt, you may be entitled to refer it to the Financial Ombudsman Service (FOS).

Who Are The Financial Ombudsman Service (FOS)


They are an independent service in the United Kingdom for settling disputes between businesses providing financial services and their customers. This service is free to customers.

How To Contact The Financial Ombudsman Service
You can contact the Financial Ombudsman Service as follows: Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 0800 0234567

You can register a complaint with them either by phone, by email or by completing an online form. Please remember that their phone lines can be busy. Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk You must approach the Financial Ombudsman Service within 6 months of our final response