Dealing with customer complaints quickly and effectively demonstrates a commitment to great customer service.

Our complaints handling team helps partners identify areas of common complaint and ensure there are robust procedures in place to minimise future problems.

We know the best way to avoid complaints is to offer good customer service and value for money products. When complaints do arise, our team will work with you to resolve these quickly, so the issue doesn’t escalate. Our trained complaints handlers always treat policyholders with respect and courtesy.

We can work with partners on their complaints handling, or offer a fully outsourced service.

Our approach has been proven to deliver positive results

  • Customer complaints ratio of less than 1% against policies sold– significantly less than the industry average

The Complaints Process

If we were to provide a fully outsourced complaints service, we would investigate any expression of dissatisfaction, whether this was a point of sale complaint or feedback on service provided by the appointed Claims or Assistance teams.

All complaints will initially be investigated by the specific service division and only escalated to the insurer’s complaints team if they have not resolved it within 3 working days. The insurer will then log a complaint and explain the process directly to the customer.

Under the Financial Ombudsman Service’s (FOS) regulations, the insurer has eight weeks to fully investigate a complaint and issue a final response to the customer. This will involve liaising directly with the policyholder, and the service team(s) involved to gather information on the individual circumstances surrounding the complaint.

Any customer feedback or comments from the complaints team will always be fed back into senior managers, to ensure products and services are constantly evolving.

The vast majority of complaints we encounter are investigated and closed well within the 8 weeks designated by the Financial Ombudsman Service (FOS). However, there are a small number of customers who will remain unsatisfied and will want to escalate their complaint further.

If the policyholder feels that specific information has not been taken into account when considering their complaint, or if they wish to submit new evidence, the complaints team are always happy to take another look.

If the policyholder remains unsatisfied, or if their complaint is not resolved within 8 weeks, they can ask the FOS to review their complaint. If a policyholder is unsure whether the FOS will consider their complaint, we always suggest they contact them directly for advice. The service provided by the FOS is free and impartial and contacting them does not affect the policyholder’s legal rights.

Information on contacting the FOS is sent to every customer along with the complaints team’s final response;

  • Address: Exchange Tower, Harbour Exchange Square, London, E14 9SR
  • Telephone advice line: 0800 023 4567 (free if calling from a landline) or 0300 123 9123 if calling from a mobile.
  • Email: complaint.info@financial-ombudsman.org.uk
  • Website: www.fos.org.uk

If the policyholder purchased their policy on line and are unhappy with the product or the service they received, they can also use the European Commission’s Online Dispute Resolution service to make a complaint at http://ec.europa.eu/consumers/odr/. The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider which we expect will always be the FOS.


If you are interested in finding out more about our Complaints Handling Services please get in touch


Find out more

FCA Complaints Report

documentIn accordance with FCA rules there is a requirement to publish a summary of data where a firm is reporting a 1000 or more complaints. Click below for the most recent data (period 1 October 2016 – 31 March 2017)

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