By using our website you consent to accepting cookies in accordance with our Cookie Policy. Learn more Accept Menu Quotes Need us to fix a problem? We'll move as fast as possible to sort things out. Sometimes things don’t go to plan, so please let us know if you feel like we’ve let you down. We’ll try to sort things out as soon as possible, or we’ll do our best to make everything a bit clearer. How to get in touch Call us Fill out our online form Write to us We’ll aim to have everything sorted within three working days. But if we can’t fix the problem, we’ll let you know why and what the next steps are. What do we do with your complaint? If we receive a complaint, we follow the steps detailed below: Summary Resolution If we’ve been able to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint. What will it tell you? It will let you know your complaint has been resolved and tell you about the Financial Ombudsman Service. Acknowledgement If we’ve been unable to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint. What will it tell you? It will let you know our complaint handling process and information about the Financial Ombudsman Service. Eight week update If we’ve been unable to resolve your complaint within 8 weeks. What will it tell you? It will let you know why we are not in a position to give you our final response and when we expect to be able to provide this. We’ll also let you know about your right to contact the Financial Ombudsman Service. Final Response If we’ve been unable to resolve your complaint within 3 working days, we’ll send you our Final Response when we’ve completed our investigations. We’ll do our best to send this at the earliest opportunity. What will it tell you? This is a detailed response, which will outline: - Our investigation - The decision - Next steps, if applicable It will also provide information about the Financial Ombudsman Service. We’re regulated by the Financial Conduct Authority (FCA). We’ll only follow the four steps above, if the FCA agree your problem meets their definition of a complaint. Each step will also give you further information about the Financial Ombudsman Service. Independent Review If we don’t complete our investigations within 8 weeks of receiving your complaint or you’re unhappy with our response, you may ask the Financial Ombudsman Service to look at your complaint. This is a free and independent service. If you decide to contact them, you should do so within 6 months of our response letter. Referring your case to the Financial Ombudsman Service will not affect your legal rights. You can contact them by: Email: complaint.info@financial-ombudsman.org.uk Phone: UK: 0300 123 9123 or 0800 023 4567 Abroad: +44 20 7964 0500 Writing to: Financial Ombudsman Service Exchange Tower London E14 9SR Their website also has a great deal of useful information: www.financial-ombudsman.org.uk Accessibility About Us Complaints FAQs Contact Us Legal Security and privacy Telematics Privacy Site map Modern Slavery Act © 1999‐2021 U K Insurance Limited Privilege insurance policies are underwritten by U K Insurance Limited. Registered office: The Wharf, Neville Street, Leeds LS1 4AZ Registered in England and Wales No.1179980. U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number 202810. The Financial Services Register can be accessed through www.fca.org.uk Twitter Follow us on Twitter