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Make a pet insurance complaint

If something’s not gone as smoothly as you expected, please get in touch and we’ll do our best to resolve the matter as quickly as possible.

How do I file a complaint?

A. If you’d like to file a complaint about your pet insurance policy, or a claim made under it, you should contact:

The Complaints Manager
Protect Your Bubble Pet Insurance
1000 Lakeside North Harbour
Western Road

Email: complaints@bdml.co.uk

Please note: This email address is for Pet Insurance policyholders only. Gadget Insurance policy holders can contact us viacustomerservices@protectyourbubble.com.

When You Contact Us 

Please include your name, address and policy number to help us deal with your enquiry quickly. We'll acknowledge your contact within five working days. If we can’t respond fully then we'll tell you who is handling the complaint and when you'll hear from them. We'll do our best to respond fully within four weeks.

If the administrators have given you a final response and you remain dissatisfied, you may refer your case to the Financial Ombudsman Service (FOS). You can contact them at:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR

Tel: 0300 123 9123 
Email: complaint.info@financial-ombudsman.org.uk

The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted. In order for the FOS to review your case, you must send your complaint to them within six months of the date of our final correspondence to you.

Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

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