Make a Complaint

Not satisfied with our service?

Making a complaint?

We always aim to get things right first time and we are committed to ensuring that we achieve the highest level of service for our customers. If you feel this hasn't happened, we would like to hear about it so that we have an opportunity to put things right for you and to improve our service in the future. Your complaint will be reviewed promptly and fairly by an independent party to the complaint itself.

How to contact us

If you wish to raise a complaint you can contact us by telephone, email or in writing. Details can be found in your policy documentation or email us at:

  • For all cycle insurance customers call 0333 004 3444
  • For all music insurance customers call 0333 004 3888
  • For all photo insurance customers call 0333 004 6555
  • For all pet insurance customers call 0345 450 7042
  • For all Unoccupied Property customers call 0800 316 9842
  • For all touring caravan customers call 0345 450 6944
  • For all golf insurance customers call 0345 450 6944
  • Our phone lines are open Monday to Friday 9am - 7pm and Saturday 9am - 5pm

    To help us investigate and resolve your complaint, please provide the following:

    • Your policy number
    • Details of your complaint
    • Your contact details and your preferred method of contact - these will help us should we need to discuss your complaint or require further information.

    In all correspondence please state that your insurance is underwritten by UK General Insurance.

    Our process

    We will promptly acknowledge your complaint and we will try to resolve your complaint immediately. If this is not possible, we will write to you within 5 days informing you whether further investigation is necessary.

    In the event that your complaint has not been resolved within 4 weeks of its receipt, we will contact you again and provide an update; the reasons why and the further action we will take.

    If following our investigation and response to you, you are not satisfied with the outcome or we do not complete our investigation within 8 weeks, you can refer your complaint to the Financial Ombudsman Services (FOS).

    If you receive a final response letter from us and you are dissatisfied with the outcome and you want to contact the Financial Ombudsman Services (FOS) you must do so within 6 months of the date of our final response letter. If it is not possible to reach an agreement about either the sale of your policy or a claim, you may have the right to make an appeal to the Financial Ombudsman Service. For further details and to check your eligibility contact the Financial Ombudsman Service.

    Their contact details are shown below, and we will include a copy of the FOS leaflet with our final response letter.

    Financial Ombudsman Service
    Exchange Tower
    E14 9SR
    0800 023 4567

    The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.