How we can help

Please note: If you have a Churchill Van policy and you bought it on or after 18 March 2014, please click here for details of how to complain.

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 simply to 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 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.

Telephone numbers

If you have a complaint relating to a claim, please call the Claims Department, whose number can be found on your claims documentation. For all other complaints, please use one of the numbers below:

If you first bought your Churchill Van policy before 18 March 2014, or your policy number starts with a number, please call 0800 051 01222 or 01239 63 6071

If you bought your Van policy on or after 18 March 2014, please click here for details of how to complain.

If you have a complaint relating to a Churchill Landlord, Tradesman or Professionals policy, please call 0800 169 8777

Write to us

If you first bought your Churchill Van policy before 18 March 2014, or your policy number starts with a number and you wish to make a complaint in writing please address this to the Customer Relations Manager, Churchill Court, Westmoreland Road, Bromley, Kent, BR1 1DP

If you bought your Van policy on or after 18 March 2014, please click here for details of how to complain

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 (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:

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

European Online Dispute Resolution platform

The European Commission has launched the European Online Dispute Resolution platform (the ODR platform). The ODR platform is a website which helps customers who have bought something online in the EU if a dispute arises.

The platform will send your complaint to a certified Alternative Dispute Resolution Provider who works to solve the problem. If you bought something in the UK this would be the UK Financial Ombudsman Service. Their contact details are set out above. The ODR can also offer translation services if your complaint is with a company in a different country.

Access the ODR platform

You can still contact us directly.