We are sorry if we haven’t got things right. We’d love you to give us a chance to fix the problem. If you have had a bad experience, please let us know. We want to put things right.

If you wish to make a complaint you can:

Call: 0330 0520 035

Email: [email protected]

Write to: The Complaints Department, Safe World Insurance Group (UK) Ltd, Strawberry Fields Digital Hub, Euxton Lane, Chorley, Lancashire, PR7 1PS.

What we need from you

Our aim is to resolve your complaint as quickly as possible. To help us do this, please provide:

  • Your personal details – Name, address, postcode, telephone number and email address (if you have one).
  • Your policy and/or claim number.
  • The reason for your complaint.
  • What you want us to do to put things right.

What happens next

We will get in touch with you to discuss your complaint and agree a resolution to the problem.

If we can resolve your complaint within 3 business days following the day we received it, we will send you confirmation of this and let you know of the Financial Ombudsman Service (FOS).

More complex complaints may take longer to investigate. Should this be the case, we will be in touch to confirm that we have received your complaint.

We will then carry out a thorough and impartial investigation and will try to resolve it as quickly as possible.

We will keep you updated on our progress.

We will provide a written final response no later than 8 weeks from the date of receiving your complaint. This will explain our investigation, the outcome and what we are going to do to put things right. In the unlikely event that this is not possible, we will explain why, and explain your options.

Financial Ombudsman Service

We will work hard to resolve all complaints, however, if after receipt of our final response (or, if eight weeks have passed since the time you first contacted us about your complaint) you still consider the matter unresolved or remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is a free and easy-to-use impartial service that settles complaints between consumers and businesses that provide financial services. Whilst we are bound by their decision you are not. Contacting them does not affect your right to take legal action.

You will need to contact them within 6 months of our final response letter.

Call: From a UK Landline 0800 023 4567 or From a UK Mobile 0300 123 9123

Calls to 0800 are free when calling from a UK landline. 03 numbers cost no more than a national rate call and are included in inclusive minutes from mobiles.

Email: [email protected]

Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Web: www.financial-ombudsman.org.uk

Interested in our services or have a general enquiry? Call us on 0330 0520 035 or Enquire Online

Who do we work with?

We work with UK authorised Insurance Intermediaries and several recognised Consumer Protection Organisations, including:

  • Qualitymark Protection
  • The Insurance Backed Guarantee Company
  • The Double Glazing & Conservatory Quality Assurance Ombudsman Scheme (DGCOS)
  • The Home Insulation & Energy Systems Quality Assured Contractors Scheme (HIES)
  • The Home Improvement Consumer Protection Scheme (HICS)

Our policies are included on the majority of authorised Insurance Backed Guarantee provider lists including TrustMark, Certass, Assure and Ofgem.