Finance Complaint Procedure

Your views are important to us and if we do not deliver to the high standard of service you should expect, or if we make a mistake, we want to know. We will investigate your complaint and try to resolve the problem as quickly as possible.

How we handle complaints

Step 1

Please contact us at your earliest convenience with the following information:

  • Your full name, address, and telephone number
  • Details of any previous correspondence you’ve had with us
  • Details of your problem or complaint
  • We will try to give you an answer there and then, but if this is not possible, we will take full details from you and arrange for the problem to be investigated.

You can contact us in one of the following ways:
In writing: Unit 2, Ladymead Business Park, Aylesbury, Buckinghamshire, HP22 4AN
By phone: 01296 670 777
By email:

Step 2

We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written  communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved and making you aware of your right to refer the complaint to the Financial Ombudsman Service should you be dissatisfied with the resolution.

Step 3

We hope that you’ll never have to do this, but if you’re not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may have the right to refer your case to the Financial Ombudsman Service.

You can contact them in one of the following ways:
In writing:
The Financial Ombudsman Service
Exchange Tower
E14 9SR
By phone: 0800 023 4567
By email:
Website: link)
Please remember that you will need to refer your complaint to the Financial Ombudsman
Service within six months of receiving our final response.
If you have bought your insurance online, you can also register your complaint with
the Online Dispute Resolution(external link)website, which has been set up by the
European Commission.

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