Resolving a Complaint or Problem
Our goal is to provide you with the highest levels of quality service and support at all times. But if you do have a complaint or encounter a problem, please let us know as soon as you can. Your feedback helps us continue to improve the products and services we offer. We are committed to sorting things out as quickly and fairly as possible, and we assure you that we will address your complaint quickly and sincerely.
We have a well-established and highly effective escalation process, meaning we will work with you to address your concerns as quickly as possible, whilst still providing you with options to take the matter further if you are unhappy with the outcome.
Step Two. Contact our Complaint Resolution team
If you feel that the staff member you dealt with did not resolve your complaint to your satisfaction, you can speak to the relevant Head of Division:
- Fire and General & Domestic
- Marine and Claims
- Life, Health and Medical
- Employee Benefits
Sometimes it helps to document your concerns.
Simply complete our Contact Form, including details of your complaint and what you would like to see happen as a result. You can email this to us or post it to us.
Step Three. Ask the Insurance Ombudsman to Help
We hope that your complaint has been resolved to your satisfaction before this stage. If we cannot agree on how to resolve the complaint, we will send you a letter of deadlock. You may then seek help from our dispute’s resolution scheme, the Insurance & Financial Services Ombudsman Scheme (IFSO) which provides a free, independent dispute resolution service that may help investigate or resolve your complaint.