Please note that our phone lines will be down from 4pm today, 6th November to facilitate our office relocation to a new bigger premises and will re-open Saturday 7th November at 1pm. Our websites will still operate as normal and continue to work without disruption. We apologise for any inconvenience and thank you for your patience.
We will do our best to resolve your complaint within 8 weeks of receipt of your initial complaint. If we are unable to resolve your complaint you may refer the matter with the Financial Ombudsman Service (http://www.financial-ombudsman.org.uk/). Alternatively, if you purchased a policy online, you can submit a complaint through the EC On-line Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/ who will notify the Financial Ombudsman Service on your behalf. Our full Complaints Procedure is available on request.
For all other complaints (including about Claims), please refer to the Complaints Procedure of your Policy Wording.