We're sorry to hear it. Tell us what's happened - we'll do what we can to put it right
Whether your complaint is about a policy, our customer service, or how a claim has been handled, you can reach us in two ways.
POST
The Complaints Department
282 Leigh Road,
Leigh-on-Sea,
Essex
SS9 1BW
When you get in touch, please tell us your policy number (if you have one) and a brief description of what's happened.
Your legal rights aren't affected by this complaints process - it's offered in addition to your statutory rights.
Here's how we'll handle your complaint once we receive it.
We'll get back to you to confirm we've received it and let you know who's looking into it for you.
We aim to resolve complaints as quickly as we can. If we're able to reach a resolution sooner, we will - but we may need to ask you for further information along the way.
We aim to resolve complaints as quickly as we can. We may need to ask you for further information along the way.
If we haven't been able to send you a final response within eight weeks of receiving your complaint, we'll let you know why and tell you when you can expect one. At this point, you also have the right to refer your complaint to the Financial Ombudsman Service.
If we haven't been able to send you a final response within eight weeks, we'll let you know why and tell you when to expect one.
If you're unhappy with the outcome of our complaints process or haven't received a final response after eight weeks, you can escalate your complaint to the Financial Ombudsman Service. This independent and free service reviews complaints between financial businesses and their customers to ensure fair handling.
If you're unhappy with the outcome or haven't received a final response after eight weeks, you can escalate your case.
POST
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
PHONE
WEBSITE
You'll need to complete our complaints process before the Financial Ombudsman Service will consider your case.
You'll need to complete our complaints process before the Financial Ombudsman Service will consider your case.
You'll need to complete our process before they will consider your case.
