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Complaints
We are committed to providing a high quality service to all of our customers. If something goes wrong, we want to know about it so we can put it right.
We take every complaint seriously. Our goal is to resolve your complaint quickly, fairly and transparently.
How to make a complaint
If you wish to make a complaint, please contact us using any of the following methods.
We aim to acknowledge your complaint within 2 working days.
Complaint Team
Southwinds St. Marys Well Bay Road, Swanbridge Farm, Penarth,
Wales, CF64 5UJ
Please include your policy or reference number.
Our complaints process
We follow a clear process to ensure your complaint is handled fairly and efficiently.
We will acknowledge receipt of your complaint within 2 working days.
We will investigate your complaint thoroughly and fairly.
We aim to provide our final response within 8 weeks.
If we can't resolve your complaint you may refer it to the Financial Ombudsman Service.
If you are not satisfied
If you are unhappy with our final response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service is an independent organisation that helps resolve disputes between consumers and financial businesses.
Visit the Financial Ombudsman ServiceImportant information
- Your complaint will not affect your legal rights.
- Information on this page does not form part of our terms of business.
- We may record phone calls for training and monitoring purposes.