Complaints
Your happiness is at the 💓 of our business – we’ll do what we can to put things right.
If things have gone wrong, we want to put them right
Our mission is to give you, the customer, the best business insurance we can, and demonstrate that we value your business by rewarding your loyalty.
We know this only works if you’re happy with our service.
We know we won’t always get it right, but we are committed to making things better if things go wrong.
First, contact us and tell us the problem
BY EMAIL
We’ll come back to you in the same working day, and no later than the next working day.
Our Complaints process:
First time resolution
We’ll do everything we can to resolve the problem within the first few days of receipt. Otherwise, we will keep you updated with progress and let you know our decision as soon as we can.
If you're unhappy with our decision
You can submit a complaint to the Financial Ombudsman Service (FOS) via their page how to complain.
However, before you contact them, please give us the chance to sort things out for you.
If the FOS can't help
If the Financial Ombudsman Service can’t help, try the Citizens Advice Bureau or seek independent legal advice.
Contacting the Financial Ombudsman Service
More information about the ombudsman and the type of complaints they can review is available via their website, www.financial-ombudsman.org.uk/.
You can also contact them as follows:
Telephone: 08000 234567 (free on mobile phones and landlines)
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR