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.
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.