We endeavour at all times to provide the highest possible levels of service to our Clients, but should you have a cause for complaint about any aspect of our service, then please let us know without delay and follow our formal Complaints Procedure as detailed below:

In the first instance, please let us know of your complaint by either speaking or writing to your allotted Account Manager, as detailed in correspondence or documentation received from us.

Alternatively, please contact our Compliance Officer, directly by;
Phone: 0118 979 2121 or
Fax: 0118 978 7600 or
in writing to our office at; Southgate House, Alexandra Ct, Wokingham, Berkshire, RG40 2BJ or
by e-mail to:

Thereafter, in accordance with our procedure, we will promptly acknowledge receipt of your complaint, providing you with details of who here you will be dealing with.

We will keep you informed of the progress of your complaint and aim to make a final response to you within eight weeks, or keep you informed as to why this is not possible.

For Lloyd’s business, we will endeavour to provide our response within 14 days. If you are not satisfied with our response, you may refer your complaint to Lloyd’s by:
Phone:0207 327 5693 or
Fax: 0207 327 5225 or
in writing to: Complaints, Lloyd’s, One Lime Street, London, EC3M 7HA or
by e-mail to:

In the event that your complaint relates to activities, or services, provided by another party, we will ensure that your complaint is appropriately forwarded in writing, and will track the progress of the complaint and responses of that party.

If we cannot satisfy your complaint you may, if eligible, refer your complaint on to the Financial Ombudsman Service (FOS), by telephone: 0300 123 9123, or by writing to: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR, or by e-mail to (Only available to consumers, charities with an annual income of less than £6,500,000, trustees of trusts with a net asset value of less than £5,000,000, micro-enterprises with fewer than 10 employees and a turnover or annual balance sheet that does not exceed €2,000,000, small businesses with fewer than 50 employees and a turnover of less than £6,500,000, or a balance sheet total of less than £5,000,000 and some guarantors).

Where you have purchased cover on-line, The European Commission has provided an on-line dispute resolution (ODR) platform that will allow you to submit your complaint through a central site. This will forward your complaint to the right Alternative Dispute Resolution (ADR) scheme, which in the UK will be the Financial Ombudsman Service, for which contact details are provided above. More information can be obtained from
November 2016