Complaints

Making a complaint

Even with the best intentions, things can sometimes go wrong. If this happens, we need to know about it. Please get in touch by completing one of our complaint forms below. Start by selecting the option that best describes your situation, then be ready to provide:

  • Personal contact details
  • Details about the policy
  • Information about the complaint
  • What you would like us to do 

I would like to make a complaint

I am the person making the complaint >
I represent the person making the complaint >
I am the representative who has received a complaint >

How do we process complaints?

If you make a complaint and we are able to resolve the problem within three days then the matter will not go into our formal complaint process. If a complaint cannot be resolved in this way we will investigate and give you a full written response. If you are unhappy with the outcome of our investigation into your complaint then you may be entitled to escalate the matter. We will tell you which, if any, option is available to you.

For European Union consumers for online sales and service contracts complaints may be referred to the online dispute resolution (“ODR”) platform. http://ec.europa.eu/odr.
The ODR platform will refer your complaint to the Financial Ombudsman Service who will pass it on to us.