The information on this page will guide you through our complaints procedure.
If at any time you have a complaint about the services that we provide for you, then you should initially contact us by phone, fax, email or in writing. Visit 'contact us' for the most up to date contact details. Please address your complaint to the Group Compliance Officer at Lakeside 300, Old chapel way, Broadland Business Park, Norwich NR7 0WG.
We will acknowledge your complaint promptly, explain how we will handle your complaint and indicate when you may expect our reply. We will keep you reasonably informed as to the progress but will provide a formal written response after eight weeks from receipt of the original complaint. If the Complaint cannot be resolved within this timescale we will write with an explanation as to the progress and the likely timescale involved.
If you are dissatisfied with our final decision you may be able to refer the matter to the Financial Ombudsman service at:
Exchange Tower, Harbour Exchange Square, London, E14 9GE
Tel. 0800 023 4567 (calls from this number are normally free from a “fixed line” phone, but charges may apply if you call from a mobile or 0300 123 9123 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs).
In the event that your complaint relates to activities or services provided by another party, we will ensure that your complaint is forwarded to the appropriate party and we will assist you wherever possible in resolving the complaint.
If you purchase insurance products online we are also required to inform you of the availability of the Online Dispute Resolution platform to assist you if we are unable to resolve your Complaint. However, this service will refer your Complaint to the Financial Ombudsman Service, so you may instead wish to contact them directly. More information is available on their website: webgate.ec.europa.eu/odr/main/index.cfm