To help us to investigate and resolve your issue as quickly as possible, please provide the following information:

• Your personal details
• Your plan or policy number
• When the issue occurred
• What’s gone wrong and how you have been affected by this
• What you want us to do to put it right
• An email address or contact number and the best time to contact you

We’ll contact you within 5 working days to confirm that we are looking into your complaint and will let you know when you can expect a response. At the same time, we’ll also give you a unique reference number and inform you about your consumer rights when relevant.

A trained complaint handler will investigate your complaint. We’ll be as thorough as possible, and in order to deal with your complaints as quickly as possible we may contact you for additional info.

Please be aware that our calls may appear as ‘private’, ‘unknown’ or ‘withheld’ on certain handsets. If you have provided an email address or have opted for paperless statements, please check your spam email folder as emails may appear there instead of your inbox.

We aim to resolve your complaint as quickly as possible, however this is dependent on the complexities of your case and so it may take up to 8 weeks.

If you have an Insurance policy with us:
If for some reason we haven’t been able to resolve your complaint within 8 weeks, or you’re not satisfied with the resolution you can refer your complaint to the Financial Ombudsman Service (FOS). If you receive a final response letter from us and you want to contact the FOS, you’ll need to do this within 6 months of receiving our letter.

You can contact the service by writing to:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR

You can also phone them on 0800 023 4567 or 0300 123 9123, or visit www.financial-ombudsman.org.uk

If for some reason we haven’t been able to resolve your complaint to your satisfaction you can refer your complaint to the Consumer Ombudsman Service. If you receive a final response letter from us and you want to contact the Consumer Ombudsman Service, you’ll need to do this within 12 months of receiving our letter.

You can contact the service by writing to:
Ombudsman Services
3300 Daresbury Park
Daresbury
Warrington, WA4 4HS

You can also phone them on 0330 440 1624 or visit www.ombudsman-services.org

Alternatively, if your complaint relates to a product or service purchased online, you can contact the European Commission using their Online Dispute Resolution (ODR) platform.

The ODR platform, primarily aimed at European Union (EU) cross-border disputes, is designed to help consumers resident in the EU get access to dispute resolution if they remain unhappy with the response they have received from a trader established in the EU. It is always best to contact the product provider first but for further information go to http://ec.europa.eu/consumers/odr/

Please note that under current rules the European Commission will ultimately redirect your complaint about an insurance product to the FOS therefore you may prefer to contact us or the FOS directly in the first instance regarding your complaint.

In order for you to be considered an eligible complainant, you must fall into one of the below categories:

• A consumer (a “natural person acting for purposes outside his normal trade, business or profession” (i.e. an individual)).

• Micro enterprises (fewer than 10 employees and turnover or annual balance sheet of £2m or less).

• Charities with annual income less than £1m

• Trustee of a trust with net asset value of less than £1m.

• Complainants who are professional clients or eligible counterparties, acting outside of their trade or profession and in relation to the activity of which the complaint relates to, are considered “consumers” and as such, an eligible complainant.

If in doubt as to whether you are an eligible complainant, we will treat you as if you are. Please note that if you are not considered an eligible complainant as detailed above, you will not be able to refer your complaint to the Financial Ombudsman Service should you not be satisfied with the outcome.