We hope that you never have to make a complaint, but we recognise that we may not always get it right. At all times your first call should be to the head of the regional manager for the office relating to your claim, who has the authority to resolve matters quickly.

If you're still unhappy with any part of our service, then you should email us at [email protected]. This will engage the company’s formal complaints procedure to investigate the matter.

If you do feel the need to engage the formal process, please ensure you:

- Put the date

- Give your name & Claims Number

- Include any evidence you have

- Say what you would like the company to do to put things right

- Explain your complaint clearly

- Mark the email "COMPLAINT" clearly at the top

We will respond to your concerns immediately and investigate your complaint so that we can respond accordingly.

You have the further right, if you are unhappy with our final response, to contact the Ombudsman Service.