How do I make a complaint?
We're committed to treating our customers fairly. However, we realise that there may be times when things go wrong. If this happens, please contact us at [email protected] or write to us at:
Customer Relations
Collinson Insurance Services Limited
Sussex House,
Perrymount Road,
Haywards Heath,
West Sussex,
RH16 1DN
What information do I need to provide?
We'll need your name, policy and claim number and the details of your complaint.
What happens next and how long before I receive a response?
We'll confirm we've got your complaint, within 5 working days. Our Complaints team will investigate and respond to you as soon as possible, usually within 8 weeks.
What happens if I’m not happy with the outcome of my complaint?
You may have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge – but you must do so within six months of receiving our final response. After this, they'll only be able to help in very limited circumstances.
Here's how to contact them:
The Financial Ombudsman Service
Exchange Tower Harbour
Exchange Square
London E14 9SR
Tel No. 0800 023 4567 if calling from a landline 0300 123 9123 from a mobile.
Visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk
