Complaints

Last updated: 2026

Tell us first

If something's gone wrong — with a quote, a policy, or a claim — the fastest way to sort it out is to contact us directly. Most issues can be resolved quickly once we understand what's happened.

What happens next

1. 1. We acknowledge your complaint We'll confirm we've received it and let you know who's looking into it.
2. 2. We investigate We'll look into what happened, including your policy documents and any correspondence, and may contact you for more detail.
3. 3. We respond in writing We'll explain our findings, what we're doing about it (if anything), and your options if you're not satisfied with the outcome.

If you're still not satisfied

If we haven't resolved things to your satisfaction, you may be able to refer your complaint to the Financial Ombudsman Service (FOS), which provides a free, independent service for resolving disputes between consumers and financial services providers. We'll confirm whether this route applies to your specific policy when we respond to your complaint.

financial-ombudsman.org.uk

Questions before making a complaint

If you're not sure whether something counts as a complaint, or just want to ask a question first, get in touch the same way — we're happy to help either way.