We aim to provide you with a first class claims handling service. If, however, there is an occasion when you feel that the service has fallen short of your expectations, please contact us via email/post with the details of your complaint so that we can do our best to resolve the problem.
If you have any disability that makes communication difficult, please tell us and we will be pleased to help.
We will contact you within five days of receiving your complaint to inform you of what action we are taking. We will try to resolve the problem and give you an answer within four weeks. If it will take us longer than four weeks, we will tell you when you can expect an answer.

If we have not given you an answer in eight weeks, we will tell you how you can take your complaint to the Financial Ombudsman Service for review. This complaints procedure does not affect any legal right you have to take action against us.
Once you have received your final response from us, and if you are still not satisfied you can contact the Financial Ombudsman Service: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR By telephone on 0845 080 1800 or 0300 123 9 123 or Email: complaint.info@financial-ombudsman.org.uk