How To Make a Complaint

Online Dispute Resolution Platform

The European Commission has established an Online Dispute Resolution Platform (ODR Platform). This is to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU. The ODR platform will refer your complaint to the Financial Ombudsman Service. They then pass it on to Compare Cover.

Our commitment is to achieving an excellent customer experience. So, you can expect us to meet these principles when dealing with your complaint:

We'll treat you as an individual and with consideration.

We want all our customers to be able to access our services equally.

Please let us know if you need any reasonable adjustments to be considered to help you with your complaint. For example, providing documents in larger print.

We'll empathise with your concerns and respond quickly.

We know your time is valuable, so we won't waste it.

The person you speak to will be able to help with your complaint.

We give our people the support they need to do their job to resolve your complaint. If they can't resolve it, they'll take ownership and find someone who can.

We only make promises we can keep.

If you feel we haven't, please tell us.

We'll do everything we can do to resolve your complaint.

We want to be fair to all our customers. If we can't resolve your complaint we'll tell you why and tell you what other options you have.

We want you to tell us what you think.

We'll aim to learn from what you tell us and take action to put things right.