How to make a complaint

While we strive to ensure customer satisfaction at all times there are occasions when you might wish to raise a concern with us. We welcome the opportunity to examine any problem that occurs and assure you that it will receive full attention.

In the first instance please raise the concern on the telephone (0800 328 5535), and we may be able to resolve the matter within 3 working days.

If we conclude the matter within 3 working days and you are not satisfied you may wish to contact the Compliance Manager at Birch House, Parklands Business Park, Forest Road, Denmead, Hants PO7 6XP, or you may refer your concern to the Financial Ombudsman Service, details below. 

If the complaint is likely to take more than 3 working days to resolve you will receive a written response and you will be advised who is dealing with the complaint. Should you need to be directed elsewhere for assistance, this will be advised.

You will be kept informed of progress.

Within eight weeks of the receipt of the original complaint you will have the full response, the response will be either:

A final response letter


A letter that explains why we are not in a position to make a final response and when we expect to be able to provide one. 

If eight weeks has passed since the complaint was raised and you have not received a final response, or you are dissatisfied with the final response you received, you can contact the:

Financial Ombudsman Service
Exchange Tower,
Harbour Exchange Square,
E14 9GE

Telephone: 020 7964 1000.



The Financial Ombudsman Service is available to private customers or trusts or charities with an annual turnover of less than £1m and ‘micro enterprises’ where turnover is less than €2m and less than 10 people are employed.

If your insurer is a Lloyd’s syndicate (please refer to your policy wording) you may ask Lloyd’s to investigate your complaint by contacting, in writing, 

Complaints Team
One Lime Street
London EC3M 7HA

By email: 
By phone: +44 (0)20 7327 5693 
By fax: +44 (0)20 7327 5225

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at and are also available from the above address.
If you are not happy with the way Lloyds have handled your complaint, you can refer your case to the Financial Ombudsman Service.