Complaints

If something’s gone wrong

Tell us. We’d rather hear it than not.

Include your name, the best way to reach you, and what happened. If you have a policy number, that speeds things up.

What happens next

1. 1We’ll acknowledge your complaint within five working days and tell you who’s handling it.
2. 2We’ll look into it properly. That usually means listening to any call recordings and reading the file.
3. 3We’ll write to you with our findings and what we’re going to do about it. We aim to do this within eight weeks.
4. 4If we need longer, we’ll tell you why and when to expect an answer.

If you’re still not happy

If your complaint is about how we’ve handled your personal data, you can also raise it with the Information Commissioner’s Office at ico.org.uk.