Car Insurance Frequently Asked Questions

If we can’t sort the problem out when you call, we’ll pass it to a member of the Complaints team to look in to for you. You’ll hear from us within four working days with their details and a leaflet with details of our complaints procedure.

Once they have everything they need, they’ll write to you with details of what they’ve found out or done to put things right. If they haven’t been able to get to the bottom of your complaint within four weeks, they’ll write to let you know why, and when you can expect a full response or decision.

If you’re still unhappy after you have their answer, you can get in touch with our Customer Relations Manager at the relevant address above. They’ll review your complaint and send you our final decision in writing.

If we haven’t handled your complaint within eight weeks or given you an answer you’re happy with, you can refer your complaint to the Financial Ombudsman Service at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0845 080 1800

The Financial Ombudsman Service can handle most complaints but there are some they won’t be able to deal with.

The Ombudsman's decision is final for us, but you can reject it without affecting your legal rights.