How to give us some feedback
We are dedicated to providing you with a high quality service and want to ensure that this is maintained at all times. If you feel that we or another party connected with this policy have not offered a first class service please write and tell us.
You will be contacted within five days of receiving your complaint to inform you of what action is being taken. We will try to resolve the problem and give you an answer within four weeks. If it will take longer than four weeks we will tell you when you can expect an answer. If you have not been given an answer within eight weeks we will tell you how you can take your complaint to the Financial Ombudsman Service for review. This complaints procedure does not affect any legal right you have to take action. Once you have received your final response from us, and if you are still not satisfied you can contact the Financial Ombudsman Service:
Financial Ombudsman Service Exchange Tower, Harbour Exchange Square, London, E14 9SR Phone: 0800 023 4567 (free for people phoning from a “fixed line”, i.e. a landline at home) or 0300 123 9123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02) Email: firstname.lastname@example.org
European Commission Online Dispute Resolution (ODR) platform
You can also use the ODR platform if you bought your policy online. Set up by the EU, this service will allow you to make a complaint about a good or service you brought and find a neutral third party (“dispute resolution body”) to handle the dispute.