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 Department
Lifesure Group Limited, 3 Fenice Court, Phoenix Park, Eaton Socon, St. Neots, Cambridgeshire, PE19 8EW
Tel: 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 in the policy wordings listed on our website. 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 are 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
Tel: +44 (0)20 7327 5693
Fax: +44 (0)20 73275225
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.
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: (fixed): 0800 0234567
(calls to this number are free from “fixed lines” in the UK)
Tel: (mobile): 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)
Tel: (outside UK): +44 (0) 20 7964 0500
Fax: +44 (0)20 7964 1001
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) at http://ec.europa.eu/consumers/odr/
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: http://ec.europa.eu/odr