How do I make a complaint?

Here is a simple guide to follow our complaints procedure

Just let us know which insurance product you have so we can put you in contact with the right team.

  • Gadget Insurance

    Q. How do I make a 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.

    We will always try to be fair and reasonable. If you believe we have not provided you with a satisfactory level of service, please tell us so that we can do our best to resolve the problem. The easiest way to contact us is to call us on 0330 333 4792. Lines are open Monday - Friday, 8am - 6pm. We will do everything possible to ensure that your query is dealt with promptly.

    Alternatively, you can email complaints@protectyourbubble.com or write to:

    Quality Assurance Manager,
    Assurant General insurance Limited,
    PO Box 1033,
    Uxbridge,
    UB8 9PX

     Please quote your mobile phone number in any correspondence.

    Lifestyle Services Group handle all queries and complaints on behalf of the insurer.

    If you are not happy with our decision you can, within 6 months of our final decision, refer your complaint for an independent assessment to:

    The Financial Ombudsman Service,
    Exchange Tower,
    Harbour Exchange,
    LONDON, E14 9SR Telephone: 0800 023 4567 / 0300 123 9123,
    Email: complaint.info@financial-ombudsman.org.uk
    Web: financial-ombudsman.org.uk

    Nothing in these terms, including referral to the Financial Ombudsman Service affects your statutory rights.

    You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.

  • Household Gadget Insurance

    Q. How do I make a 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.

    We will always try to be fair and reasonable. If you believe we have not provided you with a satisfactory level of service, please tell us so that we can do our best to resolve the problem. The easiest way to contact us is to call us on 0330 333 4792. Lines are open Monday - Friday, 8am - 6pm. We will do everything possible to ensure that your query is dealt with promptly.

    Alternatively, you can email complaints@protectyourbubble.com or write to:

    Quality Assurance Manager,
    Assurant General insurance Limited,
    PO Box 1033,
    Uxbridge,
    UB8 9PX

     Please quote your mobile phone number in any correspondence.

    Lifestyle Services Group handle all queries and complaints on behalf of the insurer.

    If you are not happy with our decision you can, within 6 months of our final decision, refer your complaint for an independent assessment to:

    The Financial Ombudsman Service,
    Exchange Tower,
    Harbour Exchange,
    LONDON, E14 9SR Telephone: 0800 023 4567 / 0300 123 9123,
    Email: complaint.info@financial-ombudsman.org.uk
    Web: financial-ombudsman.org.uk

    Nothing in these terms, including referral to the Financial Ombudsman Service affects your statutory rights.

    You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.

  • Business Gadget Insurance

    Q. How do I make a 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.

    We will always try to be fair and reasonable. If you believe we have not provided you with a satisfactory level of service, please tell us so that we can do our best to resolve the problem. The easiest way to contact us is to call us on 0330 333 4792. Lines are open Monday - Friday, 8am - 6pm. We will do everything possible to ensure that your query is dealt with promptly.

    Alternatively, you can email complaints@protectyourbubble.com or write to:

    Quality Assurance Manager,
    Assurant General insurance Limited,
    PO Box 1033,
    Uxbridge,
    UB8 9PX

     Please quote your mobile phone number in any correspondence.

    Lifestyle Services Group handle all queries and complaints on behalf of the insurer.

    If you are not happy with our decision you can, within 6 months of our final decision, refer your complaint for an independent assessment to:

    The Financial Ombudsman Service,
    Exchange Tower,
    Harbour Exchange,
    LONDON, E14 9SR Telephone: 0800 023 4567 / 0300 123 9123,
    Email: complaint.info@financial-ombudsman.org.uk
    Web: financial-ombudsman.org.uk

    Nothing in these terms, including referral to the Financial Ombudsman Service affects your statutory rights.

    You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.

  • Travel Insurance

    Please follow the guidelines below so that your complaint can be dealt with in the most efficient way possible.

    Please submit your complaint in writing to:

    Compliance Manager
    Protect Your Bubble
    3rd Floor, Griffin House
    135 High Street
    Crawley
    West Sussex
    RH10 1DQ
    Tel: 0343 658 0253

    If you're still unsatisfied after you've received the outcome of your complaint from Rock Insurance Services Limited, you can then ask the Financial Ombudsman Service (FOS) to review your case. You can contact them at the following address:

    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR
    Tel: 0800 023 4567
    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.

    You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.

     

  • Pet Insurance complaints procedure

    We are committed to providing you with an exceptional level of service and customer care. We realise, however, that things can go wrong and there may be occasions when you feel that we have not provided the service you expect. When this happens we want to hear about it so that we can try to put things right. Although it can help to make complaints in writing we are happy to receive complaints communications in whatever form or medium is appropriate for your circumstances.

    Who to contact

    The most important factors in getting your complaint dealt with as quickly and efficiently as possible are:

    • To be sure you are talking to the right person, and
    • That you are giving them the right information.
    • When you contact us please give us your name and a contact telephone number. Please quote your policy and/or claim number and the type of policy you hold.
    • Please explain clearly and concisely the reason for your complaint.

     

    Step one – Initiating your complaint:

    Please contact our claims and customer services team on 0333 234 0613 and state the nautre of your complaint.

    If you wish to provide written details, the following checklist will help you when drafting your letter."

    • Head your letter ‘Pet insurance COMPLAINT’
    • Give your full name, post code and contact telephone number(s)
    • Advise them that you have a Protect your bubble Pet Insurance policy and quote your policy and/or
      claim number.
    • Explain clearly and concisely the reason(s) for your complaint.
    • The letter should be sent to our Complaints Manager at the following address:
      Protect your bubble Pet Insurance
      The Complaints Manager
      The Connect Centre, Kingston Crescent,
      Portsmouth, Hants PO2 8QL

     

    We will acknowledge your complaint promptly, normally within five days unless exceptional circumstances apply. The Complaints department will investigate your complaint impartially taking into account all relevant factors and will provide you with a written response to your complaint within eight weeks. It is expected that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied, or if you have not heard from us within 8 weeks, you can take the issue further:

    Step Two: The Financial Ombudsman Service

    If we have given you our final response, or if you have not heard from us within 8 weeks, or if you are still not satisfied you may refer your case to the Financial Ombudsman Service (FOS). The Ombudsman is an independent body that arbitrates on complaints about general insurance products and other financial services. It will only consider complaints after you have been provided with written confirmation that all internal complaints procedures have been exhausted.

    Insurance Division
    Financial Ombudsman Service,
    Exchange Tower, Harbour Exchange Square
    London E14 9SR
    Tel: 0300 123 9123
    Fax: 020 7964 1001

    Please note that you have six months from the date of the final response in which to refer your complaint to the Ombudsman. Referral to the Ombudsman will not affect your right to take legal action.

    You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.

    Our promise to you:

    • We will acknowledge all complaints promptly.
    • We will investigate quickly and thoroughly.
    • We will keep you informed of progress.
    • We will do everything possible to resolve your complaint.
    • We will learn from our mistakes and will use the information from complaints to continuously improve
      our service.

     

    To help us improve our service, we may record or monitor telephone calls.


     

  • Bicycle Insurance

    Q. How do I make a complaint?

    A. Although we set ourselves high standards, if we do not meet your expectations and you are not satisfied in some way, we would like to know. Please call our customer services team on 0333 2200 792, Monday - Friday, 8am - 6pm, or follow the guidelines below to file a complaint.

    Step 1 – Contact our complaints team:

    The Quality Assurance Manager
    Assurant Services Limited
    PO Box 1033
    Uxbridge
    UB8 9PXTel: 0333 220 6008
    Email: complaints@protectyourbubble.com

    In your correspondence, please quote your policy or claim reference number.

    Customers who bought policies before 19 June 2013 whose complaints cannot be resolved by the end of the next working day will have their complaints passed on to:

    Customer Relations Department
    UK General Insurance Limited
    Protect Your Bubble Bicycle Insurance 2013 220713
    Cast House
    Old Mill Business Park
    Gibraltar Island Road
    Leeds
    LS10 1RJ

    Tel: 0345 218 2685
    Email: customerrelations@ukgeneral.co.uk

    Step 2 – In the unlikely event that you are still not satisfied with the way your complaint has been handled, you can ask the Financial Ombudsman Service (FOS) to review your case. You can contact them at:

    Exchange Tower 
    London
    E14 9SR
    Tel: 0300 123 9123
    Email: complaint.info@financialombudsman.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.

    You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.

    If we are not able to meet our responsibilities, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). You can contact them at:

    10th Floor
    Beaufort House, 15 St
    Botolph Street
    London EC3A 7QU
    Tel: 0800 678 1100

    The level of protection for non-compulsory insurance claims is 90% of the value of the claim with no upper limit.

    The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights, contact your local authority Trading Standards Service or Citizens Advice Bureau. You are advised that any telephone call made to Our Policy Administration, Claims Services and Quality Assurance departments may be monitored or recorded. This is to monitor the accuracy of information provided by our customers and our own staff. It may also be used to provide additional training to our staff or to prove that our procedures comply with legal requirements. Our staff are aware that calls can be recorded and monitored.

     

  • Car & Van Hire Excess Insurance

    A. In the first instance, please put your complaint in writing to: 

    The Customer Services Manager
    Questor Insurance Services Ltd
    Gallery 4, 12 Leadenhall Street
    London,
    EC3V 1LP

    Email: assistance@questor-insurance.co.uk

    If you’re still dissatisfied and wish to escalate your complaint, you can do so by contacting:

    The Chief Executive Officer
    Strategic Insurance Services Ltd,
    46 – 48 East Smithfield,
    London,
    E1W 1AW

    If you're still unsatisfied with the outcome of your complaint from Strategic Insurance Services Limited, you can then ask the Financial Ombudsman Service (FOS) to review your case. You can contact them at the following address:

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

    Tel: 0845 080 1800* 
    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.

    You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service. 

    *Calls to 0844, 0843 and 0845 numbers cost 7p per minute, plus your telephone company's access charge.

  • Jewellery Insurance

    Q. How do I make a complaint?

    Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.  At all times we are committed to providing you with the highest standard of service.

    If you have any questions or concerns about your policy or the handling of a claim you should, in the first instance, contact:

    The Quality Assurance Manager,

    Protect Your Bubble Jewellery Insurance,

    3 Lombard Street,

    London, EC3V 9AA

    Telephone: 0333 456 0546 (lines open Monday – Friday, 9:00am – 5:00pm)

    Email: pybadmin@advent.global

     

    In the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to:

    Compliance Department,

    W.R. Berkley Syndicate Management Limited,

    34 Lime Street,

    London EC3M 7AT.

    Tel: 020 7088 1967

    Email: wrbsukcomplaints@wrbsyndicate.com

     

    Alternatively you may contact the Complaints Team at Lloyd’s.  The address of the Complaints Team at Lloyd’s is:

    Complaints,

    Lloyd’s,

    One Lime Street,

    London EC3M 7HA

    Tel: 020 7327 5693

    Fax: 020 7327 5225

    Email: complaints@lloyds.com

    Website: www.lloyds.com/complaints

     

    Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.

    If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

    The contact details for the FOS are: The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Tel: 0800 0234 567 (calls to this number are free from fixed lines in the UK) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).  Email: complaint.info@financial-ombudsman.org.uk

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