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Complaints

Complaints

As an insurance firm, we strive to provide a high standard of customer service, deliver good customer outcomes, and avoid foreseeable harm. However, we recognise that there may be occasions where things do not go as planned. When this happens, we are committed to resolving complaints promptly, fairly, and transparently. Please see below our policy and procedure explaining how we deal with complaints. 

How your complaint will be dealt with 

Complainants resolved by close of the 3rd business day  

We will send you an acknowledgement  

If we can resolve your complaint within 3 working days we will send you a summary resolution communication detailing the resolution we have concluded.  

We aim to provide you with a resolution within 3 working days, if we cannot resolve your complaint within 3 working days, we will escalate this by sending you a letter of acknowledgement.  

Within 8 weeks after the receipt of the Complaint 

  1. By the end of the 8 weeks after the receipt of the complaint HMCA will send a ‘Final Response’ to explain the resolution that we concluded.  
  2. Or explain why we are unable to provide a responses and let you know when we can provide a responses.

Escalation to Financial Ombudsman Service (FOS) 

If the firm is unhappy with the ‘Final Response’, or with the timeframe in which we are dealing with your complaint, you have the right to escalate this to the Financial Ombudsman Service.  

Financial Ombudsman Service Contact Details: 

  • If you are not happy with the outcome of your complaint, you can investigate this further by providing the final response letter to the FOS.  
  • You will need to make a complaint to the FOS within six months of receiving your final response letter.  
  • If you have not received a response to your complaint within 8 weeks you can refer the complaint to the FOS.  

The Financial Ombudsman Service is a free of charge independent body.  

It is within your rights to escalate your complaint, please see below the various ways to contact the FOS: 

Website: https://www.financial-ombudsman.org.uk/  

Email: complaint.info@financial-ombudsman.org.uk 

Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR  

Phone: 0300 123 9 123 

Last Updated June 2026.