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We are committed to offering an excellent service to all of our customers however, sometimes things can go wrong.  If you have a complaint, please let us know.  We want to learn and put things right.


Full details of your complaints procedure can be found in your policy wording but we have included a summary below of our processes.


If you wish to make a complaint you can do so, free of charge, at any time by referring all matters excluding claims complaints to us.

Claims complaints should be forwarded to your claims handler, details of which can be located in your policy wording.

Our contact details are:

First Floor Offices, Barberry House

4 Harbour Buildings, Waterfront West,

Brierley Hill, DY5 1LN

Telephone Number: 0800 612 0344



Please include your policy number, contact details and as much information as possible to help us deal with your complaint.

Where we receive a complaint we will attempt to resolve the matter no later than the third working day following receipt.:

  • If we are unable to meet this deadline we will acknowledge your complaint promptly and confirm who in our office will be handling your complaint.

  • If your complaint relates to activities or services provided by another party we will promptly forward your complaint to them and advise you of this in writing within five working days giving you the reasons for our decision.

  • We aim to issue a final response to you as soon as possible and keep you informed as to the progress.  We anticipate that we will provide you with a response within eight weeks.  If this is not possible, we will issue you with a response that gives the reasons for the delay and indicate when we will be able to provide a final response.

  • When we issue our final response letter, we will take into consideration any financial losses, or material inconvenience you may have suffered,  If we do not feel that your complaint is justified we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied.




Underwriters at Lloyd’s

If your policy is provided by Underwriters at Lloyds in some circumstances we may not be authorised to handle your complaint and will need to forward this to your underwriter.

Where we have authority to handle your complaint on behalf of an underwriter at Lloyd’s and you remain dissatisfied with the response that you have received from us, you can refer your complaint to Lloyd’s.  Lloyd’ s will investigate the matter and provide a final response. 

Details of Lloyd’s complaints procedures are set out in a leaflet “How we will handle your complaint” available at and is also available from the address below.

Lloyd’s contact details are:



Fidentia House

Walter Burke Way,

Chatham Maritime,

Chatham, Kent


Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225



The Financial Ombudsman Service

If you remain dissatisfied with the response from any of the above, or we have not provided you with a final response within 8 weeks, you may, if you are eligible, refer your complaint to the Financial Ombudsman Service. 

The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The Financial Ombudsman contact details are:

Financial Ombudsman Service

Exchange Tower


E14 9SR


Telephone: 0800 0234 567   /  0300 123 9 123

(landline)                                          (mobile)

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