How can I make a complaint?

We endeavour to please our customers at all times, but occasionally we may not provide the level of customer service you had expected. So we can settle any issues you may have there are a number of things you can do.

Is your complaint about a claim?

If so please call:

Car claim

0345 603 7970

Home claim

0345 601 7076


Is your complaint more general?

If so please call:

Car insurance

0345 601 6736

Home insurance

0345 601 9684


I’ve made a complaint what happens next?

We should reach a solution within three working days. When this happens we will send you a letter or email confirming that we both agree on the solution, enabling us to move forward. This is known as a Summary Resolution Communication. 

I’ve made a complaint and have not got the outcome I wanted

If your complaint is taking too long or you do not agree with the solution provided we have a dedicated customer relations team who will carry out an independent review for you. 

We will get in touch 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 – this is known as a ‘final decision’ letter.

The email address is or you can write to;

Customer Relations
The Observatory,
Surrey RH2 0SG 

The customer relations team have not solved my problem, is there anyone else who can help?

The Financial Ombudsman Service is an independent body that arbitrate on complaints about insurance and other financial services.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge. 

Although there are time limits for referring your complaint to the Ombudsman, we will agree to the Ombudsman considering your complaint even if you refer the complaint outside the time limits.

Find out more at:
Telephone: 0300 1239 123 or 0800 0234 567

The Financial Ombudsman Service, 
Exchange Tower, 
London E14 9SR