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We understand that sometimes things go wrong. Our dedicated Customer Insights team are here to support you with the aim to resolve each complaint efficiently and with a balanced view.

Customer Insights

Our stance on every complaint

Investigate and resolve

We will always aim to fully investigate and resolve complaints within the eight weeks designated by the UK regulator, the Financial Conduct Authority. Within these eight weeks, we will liaise directly with you, the relevant service teams and any external suppliers to gather information surrounding the complaint, and issue a final response.

Positive results

A majority of complaints are investigated and closed within the eight weeks per Financial Conduct Authority DISP rules (FCA). Our process has delivered positive results, and we have a customer complaint ratio of much less than 1% against policies sold.

Free and impartial

If we are unable to resolve your complaint within the eight weeks or you are not satisfied with the final response, you can ask the Financial Ombudsman Service (FOS) to review your complaint. We always suggest contacting the FOS directly for advice if you are unsure your complaint will be considered. The service provided by the FOS is free and impartial, and contacting them does not affect your legal rights as the policyholder.


Complaints Dept. Contact

Who to contact

By email


By post

The Customer Insights Manager, URV,
1 Tower View
Kings Hill
West Malling
Kent – ME19 4UY

By phone

0203 829 6604

FCA Complaints Report

In accordance with FCA rules, there is a requirement to publish a summary of data where a firm is reporting 1000 or more complaints. Click below for the most recent data (period 1 October 2017 – 30 September 2019)


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1 Tower View
Kings Hill
West Malling
ME19 4UY
0203 829 3813
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