Car Insurance Help Centre / Making a Complaint

Complaints Procedure

Any complaint is a serious matter.

It is our intention to provide you with a high level of customer service at all times. If there are occasions where we do not meet these standards, either contact a member of staff or write to the complaints manager at Whether you contact us verbally or in writing we will acknowledge your complaint in writing within 5 working days, advising you of who is dealing with the matter and further details regarding our complaints procedure. We aim to resolve any complaints within 20 working days.

If the complaint is dissatisfied with the handling or the outcome of the complaint, the complainant may contact the Financial Ombudsman Service, without prejudice to your right to take legal proceedings, at South Quay Plaza, 183 Marsh Wall, London E14 9SR, Tel: 0300 1239 123.

We are also covered by the Financial Services Compensation Scheme. Your may be entitled to compensation from this scheme if we cannot meet our obligations. This does depend on the type of business and the circumstances of the claim.

Insurance advising and arranging is covered for 100% of the first £2000 and 90% of the remainder of the claims, without any upper limit.

For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claims, without any upper limit.

Further information about compensation scheme arrangements is available from the FSCS.

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How to make a complaint

Any complaint is a serious matter.

We aim to provide the highest levels of customer service, and take all complaints seriously. If you wish to make a complaint, please contact us.

If you have a complaint about any aspect of our service please view our full complaints procedure.

Policy Complaints

If your complaint is in relation to any aspect of your car insurance policy you can write to us at Complaints Department, 66 Railway Road, Colerainer, Co.Londonderry, BT52 1PG. or

email us at

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