We realise that things can go wrong and there may be occasions when you feel that we have not provided the policy or service you expected. When this happens we want to hear about it so that we can try to put the matter right. It is important you know that we are committed to providing an exceptional level of service and customer care.
If your complaint is about the handling of a claim, please contact:
Quality Assurance Manager
48-52 Surrey Street,
Telephone: 0333 241 3395
To enable us to remedy your situation in a speedy and efficient manner, we have a documented, formal complaints procedure.
If you have a compliant regarding one of our products or services you purchased online you can submit this online via the Dispute Resolution Service for consumers.
Online Dispute Resolution Service
The European Commission has an online dispute resolution for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way, it will be forwarded to an alternative Dispute Resolution (ADR) entity which will handle the case entirely online and reach an outcome within 90 days.
The web address for this Online Dispute Resolution Service is shown below. You are required to quote our email address – firstname.lastname@example.org – when submitting your complaint to the ADR entity and please be aware that they will only be able to consider your complaint after you have provided us with the opportunity to consider and resolve the complaint.