Complaints Procedure

How to make a Complaint

What To Do If You Have A Complaint?

We want all of our policy holders to be 100% 5 star happy with every aspect of their policy. However if you have a complaint about how this policy was sold or administered, please contact us and clearly mark your correspondance as a complaint.

In writing: Aequitas House , 56 Hamilton Square, Birkenhead, Merseyside, CH41 5AS

By telephone: 0151 647 7556 or 0800 195 4926

By e-mail: [email protected]

We will listen to your complaint, investigate and inform you of our findings. Some investigations can take time and we will endeavour to respond to your complaint within 8 weeks. If after this period we require more time we will write to you to let you know why we need more time and how long we envisage requiring.

Is your complaint about how a claim is being handled - settled?

If you have purchased your policy before Jan 2021

You can make a complaint...

In writing: The Customer Relations Team, 1 Victoria Street, Bristol Bridge, Bristol, BS1 6AA

By telephone: 0330 400 1420

By e-mail: [email protected]

The Claims Administrator’s will confirm receipt of Your complaint within 5 working days and aim to resolve the problem within 8 weeks.

If You remain dissatisfied with the way that Your complaint has been dealt with, You may refer the matter to the Financial Ombudsman Service within 6 months of the date of the Administrator or Claims Administrator’s final response. Please find contact details below.

If you have purchased your policy after Jan 2021

You can make a complaint...

In writing to Trent Service (Administration) Limited, Trent House, Love Lane, Circencester, GL7 1XD

Alternatively you can call them on 01285 626020

Or if you prefer why not email [email protected]

If You remain dissatisfied with the way that Your complaint has been dealt with, You may refer the matter to the Financial Ombudsman Service within 6 months of the date of the Administrator or Claims Administrator’s final response.

Please find contact details below.

Financial Ombudsman

In the unlikely event that we are unable to resolve your complaint you may have the right to refer the matter to the Financial Ombudsman.

You can contact them via Facebook: https://www.facebook.com/financialombuds

Or if you prefer twitter: https://twitter.com/financialombuds

Email: [email protected]

Or why not write to them at Financial Ombudsman, Service Exchange Tower, London, E14 9SR

Or call Tel: 0800 0234 567 (calls to this number are free on mobile phones and landlines)

Tel: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers)

Channel Islands Financial Ombudsman

You can contact them in writing at The Channel Island Ombudsman, Po Box 114, Jersey, Chanel Islands, JE4 9QG

Or email them: [email protected]

Or visit their website: www.ci-fo.org

Or call Jersey: +44(0)1534 748610

Guernsey: +44(0)1481 722218

International: +44 1534748610