This website is intended for use by insurance intermediaries rather than policyholders but we do understand that people may come here when trying to obtain information particularly if they have a complaint or are not happy about some element of the service they have received.  

As a policyholder you should refer to your policy documents where full details of complaints procedures are explained including who you should contact in the first instance and how complaints may be escalated if required including referrals to appropriate regulatory bodies.

In most cases your first approach should be to the insurance intermediary through whom you arranged your policy – this will be in the policy documents that you received when arranging your policy.  However, this does not meant that you should not raise a complaint directly with us if you feel that this is appropriate and we will seek to assist you in any way that we can.

If required please contact us using the contact address on the Contacts tab on this site

Should you remain unhappy with any response from us you can review the information on the Financial Ombudsman Service website and seek their assistance if it is required. You can contact them at – [email protected]