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Making a complaint

We want to give you great customer service but sometimes things can go wrong. We can usually resolve most issues straightaway, so please get in touch with us by calling 0344 856 2015 (Monday to Friday 08.00-17.30) or complete our enquiry form and a member of our team will be in contact.

What you'll need to tell us so that we can help you:

  • Your personal details
  • Your policy/claim details
  • What's gone wrong
  • What you want us to do to put things right

What we'll do to resolve your complaint:

  • We'll get it to the right person
  • We'll be in touch with you as soon as we can and let you know what will happen next
  • We'll treat your complaint fairly
  • We'll resolve your complaint as soon as possible 
  • For more complex issues it's likely that we will need longer to look into what's happened and we may ask you for further information to help us reach a decision
  • We'll give you regular updates

If you're not happy with the response to your complaint

If you feel we've not considered all of your issues or you can provide further information, please let us know and we'll be happy to review it. If you're remain unhappy with the final outcome, subject to who  your insurer is and the procedures they follow, you can ask either the Financial Ombudsman Service or Lloyd’s to complete an independent review of your complaint.

Financial Ombudsman Service

The Financial Ombudsman Service can help with most complaints but if you are unsure whether the Financial Ombudsman Service will consider your complaint, please contact them directly for advice. The service they provide is free and impartial and contacting them at any stage of your complaint will not affect your legal rights.

The contact details are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Their phone numbers are 0300 123 9123 (charged at a national rate) or 0800 023 4567 (free from landlines).

You can send an e-mail to: complaint.info@financial-ombudsman.org.uk

Or you can log on to their website: www.financial-ombudsman.org.uk

Lloyds of London

If we are unable to resolve a complaint, and your policy is underwritten at Lloyd’s, you may refer your complaint to Lloyd’s for review. Lloyd’s’ contact details are below, and further information on the referral process can be found on the Lloyd’s website.

Complaints Team 
Lloyd’s 
One Lime Street 
London EC3M 7HA 

Telephone: 020 7327 5693 
Fax No: 020 7327 5225 

Email: complaints@Lloyds.com 
Website: www.lloyds.com/complaints