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It is our intention to provide you with the best service possible, but there may be occasions when you feel that we have not done so. If this should happen, please let us know by contacting our Customer Services Manager:

By telephone

020 3794 2954

By email

We will try to resolve your complaint immediately, but if we are unable to do so, we will acknowledge your complaint within 5 working days of receiving it.

Should we be unable to resolve our differences you can write to the Insurer directly at the address listed in the complaints procedure of your policy wording.

Should you still be dissatisfied, you will receive a 'final response' letter, which means that you may then take your complaint to the Financial Ombudsman Service (FOS) at:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR
Telephone 0845 080 1800

Contacting the FOS does not in any way infringe upon your consumer rights.