Guidelines and Principles

Our objective is to provide a high standard of service to you at all times. However, we recognise that things can go wrong occasionally and if this occurs we are committed to resolving matters promptly and fairly. If you wish to complain please contact us in any of the following ways using the contact details on the letter or business card that accompanies these Terms:

  • in writing (please mark your correspondence as Complaint) or
  • by e-mail; or
  • by telephone; or
  • in person.

In all cases please quote your policy number or another reference we have given you.

Our Complaints Procedure is available upon request.

Lloyd’s policy holders

If your insurance is provided by Underwriters at Lloyd’s (which we will confirm when acknowledging your complaint), and you are unhappy with our response, you may be entitled to refer the matter to the complaints team at Lloyd’s. Lloyd's will investigate the matter and provide a final response. Full details of Lloyd’s complaints procedures are available at

The Financial Ombudsman Service

If you are unhappy with our decision (or one provided by Lloyd’s, where applicable), or if we do not complete our investigation within eight weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service (“FOS”).

The FOS is an independent and free service for settling disputes between businesses providing financial services and their customers. Further information on the Financial Ombudsman Service and whether you would be eligible to refer your complaint to them can be found at

Online Purchases

For purchases made online, the European Commission (“EC”) has established an Online Dispute Resolution platform. The platform can be found on the EC’s main website ( and will direct you to an alternative dispute resolution provider to help resolve your complaint. In the UK, it will be the FOS.