Complaints process

If you are unhappy with any aspect of your insurance or the service we have provided, please let us know so we can help. Resolving complaints is as important to us as any other area of our business.

If you have a complaint please contact us by phone (0800 800 571), or email us at

If you choose to take your complaint further, we have outlined the process below.

Internal Disputes Resolution Process (IDR)

Stage One

We will review your complaint and provided we have the information we need, we will respond in writing within 15 business days. If more time is needed, we will contact you to agree on a reasonable timeframe. 

Stage Two

If you are not satisfied with our response following Stage One, you can request that your complaint be moved on to Stage Two. Your complaint will then be reviewed by an employee with the appropriate experience, knowledge and authority.

Provided we have the information we need, we will advise you of the outcome of this review in writing within 15 business days.  If more time is required, we will contact you to agree on a reasonable timeframe.

Stage One and Stage Two will be completed within 45 calendar days, unless we are unable to provide you with a final decision within this time. In this case we will inform you of the reasons for the delay.

You can provide us with further information which you believe assists your complaint at any time throughout the process.

External Disputes Resolution Process (EDR)

If you remain dissatisfied with the outcome of your complaint, you can choose to have the matter reviewed independently by the Insurance & Financial Services Ombudsman (IFSO) Scheme. The IFSO provide an independent complaint resolution service and their decisions are binding on us. You have up to 3 months to contact the IFSO after our final decision.

For more information or to access the IFSO service please call 0800 888 202, fax 04 499 7614, email, or visit their website