How we can help

Churchill Insurance is committed to providing the highest standard of service to its customers. However, should you need to complain, we will do everything possible to ensure your complaint is dealt with quickly and fairly.

The information provided here will show you how to:

  • Make a complaint
  • Contact the right person quickly
  • Take further action if you are unhappy with the outcome

Our commitment to you

Should there ever be an occasion when you feel that we have failed to honour our promise, we will do everything possible to ensure that your complaint is dealt with quickly and fairly. The quickest way to have your complaint addressed is to follow the procedure detailed below.

How to complain

The easiest way to complain is to simply give us a call.

Depending on the nature of your complaint, please contact us on one of the telephone numbers detailed 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 5 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.

Telephone numbers

If you have a complaint regarding your policy, please call our customer service department on 0800 051 0553

If you have a complaint relating to a claim, please call the claims department on 0345 607 1626

Write to us

If you wish to make a complaint in writing in relation to a Churchill Van policy please address this to Churchill Van Insurance, Brightside Group Ltd, Brightside Park, Severn Bridge, Aust, Bristol, BS35 4BL.

If you wish to make a complaint in writing in relation to a Churchill Landlord, Tradesman or Professionals policy, please address this to Churchill Business Insurance, Customer Services, 37 Broad Street, Bristol, BS1 2EQ.

The Financial Ombudsman Service

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:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0300 123 9123