If you want to complain about anything we have done or not done in connection with any aspect of our services, products arranged or administration, please contact us in writing, over the telephone or via email (contact details are below). You can ask someone to do this for you, but we will have to obtain evidence that they are authorised to act on your behalf and they are who they say they are.
If we do not resolve your complaint to your satisfaction, or we cannot resolve it within eight weeks of receipt, you may be able to ask the Financial Ombudsman Service (FOS) to carry out an independent investigation. The service they provide is free. Whilst we will be bound by their decision, you will not be, and the investigation will not affect your legal rights.
Lloyd’s policy holders
If your insurance is underwritten through Lloyd's and we cannot resolve your complaint within three working days of receipt, we will refer you to Lloyd’s. Lloyd's will investigate the matter and provide a final response. If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer it to the FOS (details above). Lloyd’s will confirm this in their final response. Full details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints