Complaints procedure

If something has gone wrong we would rather hear about it than not. Most complaints are resolved at the first step.

Step one, tell us

Call 0808 157 0122 or write to Complaints, Contoso Insurance, PO Box 4471, Manchester, M1 1AA. Include your policy number and, if there is one, your claim reference.

Step two, what we do

• We acknowledge your complaint within three working days
• We aim to give a final response within eight weeks
• If we need longer we write and tell you why

Step three, the Financial Ombudsman Service

If you are unhappy with our final response, or eight weeks have passed, you may refer the complaint to the Financial Ombudsman Service free of charge. You normally have six months from our final response to do so.