We aim to provide a high standard of service, but if you are not satisfied you should in the first instance contact your Local Agent/Branch. If you are still not satisfied click here for our Complaints procedure.
We aim to provide the highest service standards at all times however, if for any reason you are not satisfied, we would like to hear from you. The procedure which follows has been put in place to ensure
that your concerns are dealt with promptly and fairly.
In the first instance, we would encourage you to notify your local agent/branch and ask for your complaint to be investigated. If you are still not satisfied, you can telephone
our Customer Relations Manager on 0207 001 9200 or write to Victory House, 7 Selsdon Way, London E14 9GL. Please remember to quote your name as shown on your current schedule and the policy number in
all correspondence and telephone calls.
If we cannot resolve your complaint immediately, we will acknowledge it within 5 working days. It will then be investigated. We will within 4 weeks, either discuss our findings with you or advise you of
the outcome of our initial investigation and outline our proposal for resolving the matter. Our aim is to finally resolve the complaint within 8 weeks. If the complaint cannot be resolved in this time
we will inform you and give reasons for the further delay and indicate when we expect to give a final response.
If you are unhappy with the delay, the way we handled your complaint or it we have not resolved it to your satisfaction, you can refer it to the Financial Ombudsman Service (FOS), an independent body.
The service is available to individuals, certain small businesses, charities and trusts.
Address: South Quay Plaza, 183 Marsh Wall, London E14 9SR
Telephone: 0845 080 1800
Whilst we are bound by the decision of the FOS, you are not and your right to take legal action is not affected.