Complaints procedure

How to make a complaint

If you're unhappy with our service, please let us know. We're committed to resolving complaints fairly and quickly.

Step 1: Contact us

Submit your complaint in writing with full details including your name, claim reference, and the nature of your complaint.

Step 2: Our response

We'll acknowledge your complaint within 3 business days and aim to provide a full response within 8 weeks.

Step 3: Escalation

If you're not satisfied with our response, you may refer your complaint to the Legal Ombudsman or Financial Ombudsman Service, depending on the nature of your complaint.

Alternative dispute resolution

Legal Ombudsman:
PO Box 6806, Wolverhampton, WV1 9WJ
Phone: 0300 555 0333
Website: www.legalombudsman.org.uk

Note: You must usually refer a complaint to the Legal Ombudsman within 6 months of our final response and within 6 years of the issue occurring.