17 Whitmore Street
PO Box 10075
Feedback and enquiries
Please note that due to the cyber incident involving our third party IT provider, our member portal is currently unavailable and members should expect some delays as we manually process items.
To submit a claim, please send your Claim form and any supporting documents to firstname.lastname@example.org directly.
Use our feedback and enquiries form to get in touch.
How to make a complaint
We have a four step process to resolving any issues you have.
Escalate to the manager: If your concern has not been resolved through the first step, then please put your concerns in writing to the Customer Manager care of email@example.com or call us on 0800 222 876. The Customer Manager, or other appropriate Manager, will investigate your concern and endeavour to come back to you with a decision within 10 working days.
Seek complaints committee review: If your concern remains unresolved, then please write to our Complaints Review Committee at firstname.lastname@example.org who will arrange a thorough review of your concern and provide you with a written decision. We will endeavour to provide a response within 10 working days.
Go to our Ombudsman: If your concern has not been resolved through the first 3 Steps, we will provide you with a deadlock letter, which you can use to take a complaint to the Insurance & Financial Services Ombudsmen (IFSO). To go to the IFSO, you must have worked through the first 3 Steps of the complaints process with us, and then you must contact the IFSO office within 2 months from the date of the deadlock letter we provide you or, if for some reason the deadlock letter has not been provided, within 3 months of your initial complaint to us.