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How we can help
- Make a complaint
- Contact the right person quickly
- Take further action if you are unhappy with the outcome
Our commitment to you
How to complain
The easiest way to complain is simply to give us a call.
Depending on the nature of your complaint, please contact us on one of the telephone numbers detailed in the box below.
The member of staff receiving your call will try to resolve your complaint immediately. If they cannot, or further investigation is required, we promise to inform you of this within five business days.
In the unlikely event that your complaint has not been resolved within four weeks of its receipt, we will write and let you know the reasons why and the further action we will take.
Within eight weeks of its receipt we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.
- Motor: 0845 603 3580
- Home: 0845 603 3582
- Travel: 0800 032 7140
- Pet: 0800 032 9462
- Breakdown: 0845 603 3581
To e-mail us regarding a complaint, please use the following links to reach the relevant department.
- Complaints relating to Car Sales and Customer Service: firstname.lastname@example.org
- Car claims complaints: email@example.com
- Complaints relating to Breakdown Sales and Customer Service: firstname.lastname@example.org
- Complaints relating to Home Sales and Customer Service: email@example.com
- Home claims complaints: firstname.lastname@example.org
Write to us
If you wish to make a complaint in writing please address this to the Customer Relations Manager, Churchill Court, Westmoreland Road, Bromley, Kent, BR1 1DP.
The Financial Ombudsman Service (FOS)
If you are unhappy with our decision, or if we do not complete our investigation within 8 weeks, you may refer your complaint to the Financial Ombudsman Service.
Please note that if you wish to refer your complaint to the FOS this must be done within 6 months of our final response letter. The address for the FOS is:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone: 0845 0801 800
Maximum call charge to an 0845 number from a BT landline is 7.91p per minute. Calls from other networks may vary.