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Guide to Lodging a Complaint

At Cover-More UK, we are dedicated to providing our customers with consistently high levels of service and to treat you fairly. To ensure this, all frontline staff receive ongoing training to help maintain this high standard.

However, if you feel that your enquiry has not been handled correctly and you would like to lodge a complaint, below details how you can do this.

How to notify us of the issue

The first step is to outline what has happened and include any supporting documentation that will help us properly consider the matter.

Please ensure your policy number (if available) is quoted in all correspondence and that you explain the reasons for your complaint to help us respond as quickly and efficiently as possible.

Depending on the type of complaint you are making, we may need to refer your complaint to another department for review and response. If this is necessary, we will forward your complaint to the right department and update you.

Financial Ombudsman Service

Our procedures have been developed to deal fairly and promptly with your complaint. However, if you are not satisfied with our final decision you have the right to take your complaint to the Financial Ombudsman Service:

  • Address: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR
  • Phone: 0845 080 1800

Please note: The Financial Ombudsman Service can only deal with your complaint after you have followed Cover-More’s full complaints procedure.

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