What if I’m not happy?
If you’re not happy, we’d like to hear about it – whether it’s a complaint about our service, or a claim.
We're here to make this work.
Perhaps we missed something or didn’t deliver to the standard you’d expect? We think it’s perfectly reasonable for you to make a complaint. We’d love the chance to make amends if possible, and if we know where we’ve fallen short, we can make corrections to improve our service.
Sometimes the result of a claim doesn’t turn out how you expect, but fear not! You’re just a few steps away from submitting an appeal so we can take another look at your claim.
If your claim is declined, we email you the reason why, with an invitation to appeal the decision if you don’t agree. This means that you have the opportunity to provide additional information to support your claim. And with new evidence, we may make a different decision.
Send us an email
Email us at [email protected] and we’ll inform you of the outcome of your complaint within 10 business days, provided we have all the information we need.
Take it to the next step
If we have not been able to resolve your complaint, you can email our Solutions Team at [email protected]. Just say you want to take your complaint to ‘Step 2’.
Your complaint will be investigated by an experienced person who will be new to your case. We’ll inform you of the outcome within 10 business days, providing we have all the details we need.
Contact the Financial Ombudsman Service
If you’re still not happy, or your complaint hasn’t been resolved within 45 days, or there’s a deadlock, you can contact the Insurance & Financial Services Ombudsman (IFSO). A complaint can be referred to IFSO as long as it meets their Terms of Reference. This service is provided to you for free.
You can also contact IFSO via:
A decision of IFSO is binding on us, or Hollard as the insurer. A decision of IFSO cannot require you to do or pay anything, and you have the right to seek further legal assistance.