How can I make a complaint?
Hello,
I’m sorry you need to visit this part of our website. I say this because we always aim to get things right first time for our customers and it’s disappointing when we haven’t achieved this.
That’s why it’s important that we hear from you when you aren’t happy. This helps us put right a wrong, explain something that perhaps we could have made clearer and generally do what we can to improve your experience as a customer.
The good news is that most problems can be sorted out very quickly – which is what everyone wants. That’s why we suggest you call us first to see if we can get things back on track for you. I have detailed below just how this works.
Thank you for taking the time to let us know you’re unhappy. It’s your feedback that helps us shape the service we provide in the future.
Kind regards
David McMillan
Chief Executive Officer
The majority of problems can be put right with just one phone call so if you need to make a complaint about your car or home policy please follow the steps below: if you have a complaint about a claim relating to one of your optional extra products or your travel policy, not underwritten by us, please click on the relevant product listed at the bottom of the page:
Step One
If it’s about your claim please call us on:
0345 603 7970 - Car Claim
0345 601 7076 - Home Claim
If it’s about anything else then call us on:
0345 601 6736 - Car Insurance
0345 601 9684 - Home insurance
Every effort will be made to sort things out for you within 3 days after your complaint is received. Once we’ve resolved your complaint we will send you an email or letter just to confirm you’re happy with what’s been agreed – this is a Summary Resolution Communication. It will have a link that brings you here. This is so we can tell you about the complaints service we offer and how the Financial Ombudsman Service can help, should you need it.
Step Two
When a complaint can’t be resolved quickly or you aren’t happy with the initial resolution our Customer Relations team are here to help you. This is a dedicated team who will carry out an independent review for you and they act with full authority of our Chief Executive.
We’ll contact you to tell you who will own your complaint and how long you can expect to wait for a decision. We will write to you with our view within eight weeks from the date you first complained – this is known as a ‘final decision’ letter.
The email address is [email protected] or you can write to;
Customer Relations
esure
The Equinox
19 Cadogan Street
Glasgow
G2 6QQ
Step Three
If you're still unhappy following Step One or Step Two you can approach the Financial Ombudsman Service. They're an independent body who have been set up to resolve disputes between customers and financial companies, including insurers.
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final decision letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Their website has a great deal of useful information www.financial-ombudsman.org.uk
You can contact them on;
Tel: 0300 1239 123 or 0800 0234 567
Email: [email protected]
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
How can I make a complaint about a product not underwritten by esure?
Simply choose the product below:
Breakdown Assistance Cover
We are committed to providing an excellent service. However, we realise that there are occasions when you may feel you did not receive the service you expected. If you are unhappy with our services in relation to this breakdown assistance cover, such as services at or following a breakdown or the included benefits, please contact us as follows:
For sales and administration related complaints please refer to the complaints section at the end of your booklet. For all other complaints please refer to the below process:
| Breakdown related complaints | |
| Phone | In writing |
| 0330 159 0342 |
Breakdown Customer Care |
In the event that we cannot resolve your complaint to your satisfaction under the complaints process set out above, you can choose to refer your complaint to the Financial Ombudsman Service at the following address:
| Financial Ombudsman Service | |
| Phone | In writing |
| 0800 023 4566 or 0300 123 9123 |
The Financial Ombudsman Service |
RAC Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). If it is unable to meet its obligations under the relevant sections of cover, you may be entitled to compensation from the FSCS.
Further information about FSCS arrangements is available from the FSCS website www.fscs.org.uk, or by writing to:
Financial Services Compensation Scheme
10th Floor
Beaufort House
15 St Botolph Street
London
EC3A 7QU
The cover provided by RAC Motoring Services under this Breakdown assistance cover is not covered by the FSCS.
Breakdown cover is provided by RAC Motoring Services (Registered No 01424399) and RAC Insurance Ltd (Registered No 2355834). Registered in England; Registered Offices: RAC House, Brockhurst Crescent, Walsall WS5 4AW. RAC Motoring Services is authorised and regulated by the Financial Conduct Authority (Registration no: 310208). RAC Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Registration no: 202737). You can check this information on The Financial Services Register by visiting www.fca.org.uk.
Law
The parties are free to choose the law applicable to this breakdown assistance cover. Unless specifically agreed to the contrary, this contract will be subject to the laws of England and Wales. Unless otherwise agreed, the contractual terms and conditions including this breakdown assistance cover and the Schedule and other information relating to this contract will be in English.
Family Legal Protection
Our aim is to get it right, first time, every time. If we make a mistake, we will try to put it right straightaway.
If you are unhappy with the service that has been provided, you should contact us at the address below. We will always confirm to you, within five working days, that we have received your complaint. Within four weeks you will receive either a final response or an explanation of why the complaint has not been resolved plus an indication of when you will receive a final response. Within eight weeks you will receive a final response or, if this is not possible, a reason for the delay plus an indication of when you will receive a final response. After eight weeks, if you are unhappy with the delay, you may refer your complaint to the Financial Ombudsman Service. You can also refer to the Financial Ombudsman Service if you cannot settle your complaint with us or before we have investigated the complaint if both parties agree.
Our contact details are:
Arc Legal Assistance Ltd
PO Box 8921
Colchester
CO4 5YD
Tel: 01206 615000
Email: [email protected]
The Financial Ombudsman Service contact details are:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 08000 234 567
Email: [email protected]
Compensation
We are covered by the Financial Services Compensation Scheme (FSCS). If we fail to carry out our responsibilities under this policy, you may be entitled to compensation from the Financial Services Compensation Scheme. Information about the scheme is available at www.fscs.org.uk or by phone on 0800 678 1100 or 020 7741 4100.
Authorisation
Arc Legal Assistance Ltd is authorised and regulated by the Financial Conduct Authority. Arc Legal’s Firm Reference Number is 305958. This can be checked on the Financial Services Register by visiting the website:- www.fca.org.uk/register or by contacting the Financial Conduct Authority on 0800 111 6768.
This policy is underwritten by AmTrust Europe Limited, Registered Office: 10th Floor Market Square House, St James’s Street, Nottingham, NG1 6FG, Registered Number: 1229676. AmTrust Europe Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, financial services number: 202189. These details can be checked on the Financial Services Register at www.fca.org.uk.
Home emergency
We will always aim to do our best. However there may be times when you are not happy with our services.
If you have a complaint about our service, you can write to our Customer Relations Manager at:
Customer Relations – Home Emergency
Inter Partner Assistance UK,
The Quadrangle, 106-118 Station Road,
Redhill, Surrey,
RH1 1PR,
UK.
or you can phone us on: 01737 815 913
or you can email us at: [email protected]
We will deal with your dissatisfaction as soon as we can and try to reach an amicable resolution.
If we are unable to reach a resolution within 8 weeks or if you are not happy with our resolution, you may have the right to refer the matter to the Financial Ombudsman Service by writing to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Email: [email protected]
Website: www.financial-ombudsman.org.uk
Following the complaints procedure does not affect your legal rights.
FSCS
We are a member of the Financial Services Compensation Scheme (FSCS). The FSCS offers protection for customers of financial services firms. You can get more information at www.fscs.org.uk on the compensation levels and limits.
Pest
We will always aim to do our best. However there may be times when you are not happy with our services.
If you have a complaint about our service, you can write to our Customer Relations Manager at:
Customer Relations – Home Emergency
Inter Partner Assistance UK,
The Quadrangle, 106-118 Station Road,
Redhill, Surrey,
RH1 1PR,
UK.
or you can phone us on: 01737 815 913
or you can email us at: [email protected]
We will deal with your dissatisfaction as soon as we can and try to reach an amicable resolution.
If we are unable to reach a resolution within 8 weeks or if you are not happy with our resolution, you may have the right to refer the matter to the Financial Ombudsman Service by writing to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Email: [email protected]
Website: www.financial-ombudsman.org.uk
Following the complaints procedure does not affect your legal rights.
FSCS
We are a member of the Financial Services Compensation Scheme (FSCS). The FSCS offers protection for customers of financial services firms. You can get more information on the compensation levels and limits at www.fscs.org.uk.
Travel insurance
We aim to provide you with a first class policy and service. However, there may be times when you feel we have not done so. If this is the case, please tell us about it so that we can do our best to solve the problem. If you make a complaint your legal rights will not be affected.
For travel policies connected to esure home insurance or on separate travel policies bought/renewed before 10th December 2019:
• For complaints relating to Medical assistance or claims under sections 1-15 (and 17, where this section relates to Winter Sports); In the first instance, please write to:
esure Travel Insurance Claims, Customer Service, 102 George Street, Croydon, CR9 6HD
phone: 020 8603 9853
email: [email protected]
Please supply us with your name, address, policy number and claim number where applicable and enclose copies of relevant correspondence as this will help us to deal with your complaint, in the shortest possible time.
• For complaints relating to claims for Financial failure - section 16 In the first instance, please write to:
The Customer Services Manager, IPP Claims Office, IPP House, 22-26 Station Road, West Wickham, Kent BR4 0PR
Phone: 020 8776 3750
Fax: 020 8776 3751
email: [email protected]
• For complaints relating to section 17 (where this section relates to Gadget Cover in your policy wording); in the first instance, please write to: Taurus Insurance Services Limited,
Suite 2209-2217 Eurotowers, Europort Road,
Gilbraltar
Phone: 0330 880 1760
email: [email protected]
For policies bought/renewed on or after 10th December 2019 which are not connected to your esure home insurance:
• For complaints relating to travel claims under most sections (except Gadget or End supplier failure); In the first instance, please write to:
Complaints, URV, 1, Tower View, Kings Hill, West Malling, Kent, ME19 4UY
Phone: 020 3829 6604
email: [email protected]
Please supply us with your name, address, policy number and claim number where applicable and enclose copies of relevant correspondence as this will help us to deal with your complaint, in the shortest possible time.
• For complaints relating to claims for End supplier failure, please write to:
The Customer Services Manager, IPP Claims Office, IPP House, 22-26 Station Road, West Wickham, Kent BR4 0PR
Phone: 020 8776 3750
email: [email protected]
• For complaints relating to claims for Gadget Cover; in the first instance, please write to: Taurus Insurance Services Limited,
Suite 2209-2217 Eurotowers, Europort Road,
Gilbraltar
Phone: 0330 882 1760
email: [email protected]
Having followed the above procedure, if you are not satisfied with the response you may write to:
Complaints Team, Lloyd’s, One Lime Street, London EC3N 7HA
email: [email protected]s.com
Website: www.lloyds.com/complaints
• For all other complaints, including about the sale of any section of this policy, please contact esure Travel Insurance Complaints Team, 52/54 Alexandra Street, Southend-on-Sea SS1 1BJ Phone: 0345 600 3950 email: [email protected]
If you are not satisfied with our response you can refer the matter to the UK Financial Ombudsman Service for independent arbitration by writing to: Financial Ombudsman Service, Exchange Tower, London E14 9SR, calling: 0800 023 4567 or 0300 123 9 123 or emailing: [email protected]
Call charges may vary. Calls may be monitored and recorded.