How to make a complaint:
It is our intention to provide a high level of service at all times - if you have a poor experience, trust us when we say, we will be extremely disappointed if we could have done better.
We hope that you have an excellent experience as one of our customers, but if you do feel the need to make a complaint, or provide us with some negative feedback, we want this to be as simple as possible for you. (It won't do us any good to have you even more annoyed with us!)
Here's a range of options, and we're sorry it's come to this.
...write to the top:
Yo could also contact James York, Managing Director, in writing at the address:
Complaints & Feedback
De Havilland Court,
Via the ombudsman
You may be entitled to refer the matter subsequently to the Financial Ombudsman Service. You can contact the Financial Ombudsman Service by telephone on 0800 0 234 567 and further information is available at the Financial Ombudsman. If you do decide to refer any matter to the Financial Ombudsman Service your legal rights will not be affected.
Other possible Complaint rights:
The European Commission also provides an on-line dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme.
The ADR scheme for our underwriter, Catlin Insurance Company (UK) Ltd is the Financial Ombudsman Service, which can be contacted directly using the contact details above. For more information about ODR please visit http://ec.europa.eu/odr.
Check our terms:
You may also wish to review our Terms of Business, to check whether there's anything relevant to your issue.