Our Complaints Procedure

Our goal is to give excellent service to all of our customers but we recognise things do go wrong occasionally. We take all complaints we receive seriously, and aim to resolve all of our customers’ problems promptly. To ensure that we provide the kind of service you should expect of us we welcome your feedback.

What will happen if you complain?

• We will acknowledge your complaint within 2 working days
• We aim to resolve complaints, following assessment and investigation as quickly as possible

Most of our customer’s concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, we will contact you within 10 working days of receipt and give you an expected date of response.

What to do should you be dissatisfied

If you are dissatisfied with any aspect of the service you have received from ourselves we would encourage you, in the first instance, to contact the department concerned. You can write or telephone, whichever suits you, and ask your contact to review the problem.

If you remain unhappy with the decision you receive, please write with full details including the policy and/or claim number to:

Head of Legal Services
Great Park Road
Bradley Stoke
Bristol
BS32 4QN.

A review of the matter will then be carried out at a senior level and a final decision given.

If you are dissatisfied with our final decision (from the Head of Legal Services), depending on the product and nature of your complaint you may be able to refer the matter to either the Financial Ombudsman Service (FOS)* at the following address:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

or the Claims Management Regulator at:

PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP

info@claimsregulation.gov.uk or on 0845 4506858.

Whilst we are bound by the decision of the FOS or the Claims Management Regulator, you are not.

Following this complaint procedure does not affect your right to take legal action.

* Customers resident in the Republic of Ireland should refer complaints to the Financial Services Ombudsman (FSO) at Financial Services Ombudsman, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2.