Welcome to our Customer Service Complaints Resolution Center

We understand that sometimes things may not go as planned, and it’s crucial for us to hear your voice when that happens. This space is dedicated to you, to listen, to understand, and to act on the issues you face. Our goal is to resolve your complaints promptly and effectively, ensuring your satisfaction. Please use the form below to detail your experience. Include any relevant information that could help us better understand the situation. Your feedback is invaluable in helping us improve and provide the service you expect and deserve.

Thank you for taking the time to reach out to us.

Customer Service Complaints Resolution Center

Complaints Procedure

• Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated by the Financial Conduct Authority.

• We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

• We will send you a written or electronic acknowledgement of a complaint within two business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint.

• Within eight weeks of receiving a complaint we will send you a final response which adequately addresses the complaint.

• Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

• If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –

Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

Isle of Dogs


E14 9SR

Phone: 0800 023 4567