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How to make a complaint
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with the highest standard of service. If you have any questions or concerns about the sale of your policy in the first instance, contact:
The Complaints Manager
Lifesure Group Limited
3 Fenice Court
Telephone: 01480 402460
If you remain dissatisfied you are entitled to refer the matter to your insurers who will then conduct a full investigation of your complaint and provide you with a written final response. Details of your insurer’s complaints procedure can be found within your policy wording and also within the applicable wording embedded on our website.
If you still remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service who will independently consider your complaint free of charge. The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service at www.financial-ombudsman.org.uk.
The Financial Ombudsman Service
Telephone: (fixed): 0800 0234567
Telephone: (mobile): 0300 1239123
Telephone: (outside UK): +44 (0) 20 7964 0500
Fax: +44 (0)20 7964 1001
If you wish to complain about a policy sold online or by email, you can register the complaint using the Online Dispute Resolution platform (ODR) at http://ec.europa.eu/consumers/odr/