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What we need from you

In order to resolve your complaint as quickly as possible, please include the following information:

  • A description of your concern
  • What you’d like us to do to put things right
  • Your name and address
  • A daytime phone number and best time to contact you
  • Your client reference number – this can be found in the top right hand corner of any correspondence we have issued to you and helps us to find the policy you are complaining about

Why we need this information:

This will help us to understand your issue and what has gone wrong to make sure we can get your complaint to the right person to fully investigate and fix your issues.

Your contact details will help us to get hold of you if we need to discuss your complaint or require further information

Our promise to you

We will:

  • Acknowledge all complaints promptly
  • Investigate quickly and thoroughly
  • Keep you informed of progress
  • Do everything possible to resolve your complaint
  • Use the information from your complaint to pro-actively improve our service in the future.