How to make a complaint

There are a number of steps that you should take if you have a complaint about your personal insurance:

Contact the branch manager of your insurance company.
If the branch manager is unable to resolve your complaint, you can make a formal complaint to your insurance company's controlling officer or person responsible for handling complaints.
When your formal complaint is received, your insurance company must do the following:
- Acknowledge your complaint within three working days
- Investigate your complaint and advise you of its progress or outcome within ten working days
- If the company is unable to resolve your complaint, they must inform you within two months. The company must also advise you of your right to take the complaint to the Insurance and Savings Ombudsman.
If your insurance company is unable to resolve your complaint, you may approach the Insurance and Savings Ombudsman to consider your complaint.