Complaints

A complaint is resolved when you indicate, either verbally or in writing, acceptance of our findings as set out in our Summary Resolution Communication or our Final Response Letter.

If we do not hear from you within 8 weeks of the date of the Summary Resolution Communication or the Final Response Letter, we will consider your complaint closed.

If you are dissatisfied with the resolution of the complaint, you can use alternative channels:

If you are an Insured Complainant, you can contact FOS

You can contact FOS by one of the options below:

Submitting information to https://www.financial-ombudsman.org.uk/consumers/how-to-complain and completing the online form.

Writing to them at Financial Ombudsman Service, Exchange Tower, London, E14 9SR 

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

Telephone: 0800 023 4567 

If you are an Uninsured Complainant, you can contact TMO 

You can contact TMO by one of the options below:

Submitting information to https://www.themotorombudsman.org/consumers/make-a-complaint and completing the online form.

Writing to them at The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN 

Telephone: 0345 2413008 (Option 1)

If you are a Data Protection Complainant, you can contact the ICO

You can contact ICO by one of the options below:

Submitting information to https://ico.org.uk/make-a-complaint/ and either follow their guidance or use the Live Chat tool.

Telephone: 0303 123 1113

All clients are entitled to start proceedings in a civil court.