How to make a complaint

We take complaints seriously and want to hear from you if you are not completely happy with the service you have been provided with so we can try and address your concerns. If you wish to make a complaint, please contact us by telephone, in the first instance, so we can try and resolve your issue.Detailed below are all the methods that you can use to contact us:


Customer Services 03330 30 83 96

Claims 03330 30 83 97


Email us at




Po Box 506


M28 8EN

If your complaint cannot be resolved within three business days we will;

  • Acknowledge your complaint promptly by email or post
  • Investigate your complaint thoroughly and as quickly as possible
  • Keep you informed of the progress of your complaint within 4 weeks of receiving it, if it hasn’t already been resolved
  • Provide you with a final response letter confirming our investigation and conclusion in no later than 8 weeks of receiving your complaint

If you still remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. They can be contacted at:

Financial Ombudsman Service

Insurance Division

Exchange Tower


E14 9SR

Telephone 0300 123 9 123 or 0800 0234 567

Email to