What do I do if I have a complaint about my insurance?

If you are not happy with the service, in the first instance, please write to the Customer Relations Manager of the administrator. Their contact details are:

FAO: Customer Relations Manager
Citymain Administrators
3000 Lakeside
North Harbour
Western Road
Tel: 0333 009 0158 (local rate call).
E-mail: customerrelations@spbuk.com

If your complaint cannot be resolved by the end of the third working day, your agent will pass it to:

Customer Relations Department
UK General Insurance Limited
Cast House, Old Mill Business Park
Gibraltar Island Road
LS10 1RJ
Tel: 0345 218 2685
Email: customerrelations@ukgeneral.co.uk

Please quote scheme reference 06633A in all correspondence.

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service you may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR, United Kingdom. Telephone:0800 0234 567 (calls to this number are normally free for people ringing from a “fixed line” phone, but charges may apply if you call from a Mobile device).
Telephone Number: 0300 1239 123 (calls to this number are charged at the same rate as 01 or 02 numbers on Mobile device tariffs).

Email: complaint.info@financial-ombudsman.org.uk
Web Address: www.financial-ombudsman.org.uk

If you wish to complain about an insurance policy purchased online you may be able to use the European Commission’s Online Dispute Resolution platform, which can be found at the following address: http://ec.europa.eu/consumers/odr


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