We will attempt to resolve your complaint quickly. If we cannot, or further investigation is required, we will advise you of the next steps. We will aim to issue you a final response letter explaining the results of our investigations and our decision within five days of receipt of your initial complaint, or alternatively, if further investigations are required, we will write to you to explain why and advise you of an anticipated resolution date.
Within eight weeks of the receipt of your initial complaint we will either issue a final response or a response which explains why we are not in a position to make a final response and the next steps.
|Area of complaint||Telephone||Email*|
|Residential policy||+44 (0)207 160 email@example.com|
|Commercial policy||+44 (0)207 160 firstname.lastname@example.org|
|Scotland/N. Ireland||+44 (0)141 413 email@example.com|
|Claims||+44 (0)207 160 firstname.lastname@example.org|
|General matters||+44 (0)207 160 email@example.com|
* When sending e-mails you should not include any personal, financial or other confidential details, as this method is not a secure way of delivering information.
If you are not satisfied with our decision, or if after eight weeks you are unhappy with the time taken to resolve your complaint, you can refer your complaint to the Financial Ombudsman Service.
Please note that the Ombudsman will not consider your complaint until we have had the opportunity to resolve the matter directly with you. We will make every effort to ensure that all matters are resolved, and that both parties are satisfied with the conclusion.
Please be advised that if you want to refer your complaint to the FOS this must be done within six months from the date of our final response letter. The FOS contact details are as follows: