Complaints

At all times we are committed to providing you with the highest standard of service.

If you would like to make a complaint about our service, you can contact our Customer Relations Team using the following details:

Telephone: 0333 242 5110
Email: [email protected]

Whilst we will make every effort to maintain the highest standards, we recognise that there may be occasions when we fail to satisfy the particular requirements of our customers. We therefore have in place procedures to investigate and remedy any area of concern.

In such circumstances, we promise:

• To acknowledge any formal complaints in three working days or less,
• To have any expressions of dissatisfaction reviewed fairly and independently by a person of appropriate seniority and authority,
• To identify the person managing your complaint in our original letter of response,
• To respond fully to your concern or complaint within four weeks or less. If for any reason this is not possible, we will write to you to explain why we have been unable to conclude the matter quickly. We will also let you know when we will contact you again.

If we have been unable to resolve your complaint in eight weeks, we will write to you explaining the reason as to why this has not been possible. We will also advise you of your right to refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

If you remain dissatisfied, you may refer the matter at any time to the Financial Ombudsman Service, which is an independent body that arbitrates on complaints. They can be contacted at the following address:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Telephone: 0800 023 4567 (free from mobile phones and landlines)
Telephone: 0300 123 9123
Email: [email protected]
Website: www.financial–ombudsman.org.uk

You have six months from the date of our final response to refer a complaint to the Financial Ombudsman Service.

Your right to take legal action against us is not affected by referral to either the Customer Relations Team or the Financial Ombudsman Service. However, the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.

In all communications the policy number appearing in the schedule should be quoted.