Making a complaint
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we’re committed to providing you with the highest standards of service.
If you have any questions or concerns about the sale of your policy, firstly contact:
The Complaints Department
Lifesure Group Limited
3 Fenice Court
Phoenix Park
Eaton Socon
St. Neots
Cambridgeshire
PE19 8EW
What to do if you’re still dissatisfied
If you are dissatisfied with our response, you are entitled to refer the matter to your insurers. They will 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 in your policy wording. If you need any help finding this information, please contact us.
Insurance provided by underwriters at Lloyd’s
If your insurance is provided by underwriters at Lloyd’s and you remain dissatisfied with the response that you receive from us, you’re entitled to refer the matter to the Complaints team at Lloyd’s.
Full details of Lloyd’s complaints procedures are available at: lloyds.com/complaints.
Lloyd’s will investigate the matter and provide a final response.
Lloyd’s contact details are as follows:
Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
020 7327 5693
Financial Ombudsman Service
If you 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 financial-ombudsman.org.uk. They can also be contacted in the following ways:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
0800 0234567 (calls to this number are free from “fixed lines” in the UK)
0300 1239123 (calls to this number are charged at the same rate as if calling a number starting with 01 and 02 from a standard landline or mobile)
(Outside UK): 020 7964 0500
complaint.info@financial-ombudsman.org.uk
Complaints about policies sold online or by email
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) here.
If you have purchased your policy online you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is here.
