We take complaints made against us very seriously and maintain a procedure to ensure that complaints are dealt with promptly and fairly.
In the event of a dispute or complaint you may have against us you should contact us in the first instance to allow us to resolve or respond to your dispute or complaint. Please contact us on:
John Stow House
18 Bevis Marks
We will acknowledge receipt of your complaint which will be assigned to an independent senior individual for review.
Depending on the nature of your complaint we may be required to refer your complaint on to the insurer and if your policy is underwritten at Lloyd’s, you may refer your complaint to Lloyd’s for review. Lloyd’s contact details:
One Lime Street
London EC3M 7HA
If the matter is not resolved to your satisfaction, you may have the right to refer your complaint to the Financial Ombudsman Service:
The Financial Ombudsman Service
Telephone: +44 (0)300 123 9123
If you have purchased your insurance online there is an Online Dispute Resolution Platform (ODR Platform) which has been set up by the European Commission to help EU consumers refer their complaints to the correct party. The ODR platform http://europa.eu/european-union/index_en will direct your complaint to the Financial Ombudsman Service who will pass it on to Omnyy LLP.