We take all complaints seriously. If you're unhappy with any part of the service you've received from us, please tell us — we'd much rather know than not, and we'll do our best to put things right quickly.
You can raise a complaint in any of the following ways:
To help us look into things as quickly as possible, please include your policy number, a brief description of what's happened and what you'd like us to do.
We'll acknowledge your complaint within five working days and let you know who'll be handling it. We aim to resolve most complaints within four weeks. If we need longer, we'll keep you informed and explain why.
By the end of eight weeks we'll either:
If you're not satisfied with our final response, or if eight weeks have passed and we still haven't issued one, you may be able to refer the matter to the Financial Ombudsman Service. The Ombudsman provides a free and independent service for resolving disputes between consumers and financial firms.
You usually need to refer a complaint to the Ombudsman within six months of receiving our final response.