It is our intention to provide you with a high level of customer service at all times. If there are occasions when we fail to meet your standards we will endeavour to put things right.
Notifying us of complaints
If you have any cause for complaint please initially contact us at this office using the details shown at the foot of this document. You may do this orally or in writing including by telephone or email.
If appropriate, you may also contact the franchisor, Coversure Insurance Services Ltd. Contact details can be found on www.coversure.co.uk. Under FCA regulations they will not be able to deal directly with your complaint but will endeavour to facilitate a satisfactory outcome.
Our complaints process
We aim to deal with all complaints as soon as practicable, and where possible within 3 working days of receipt. If we can resolve the complaint to your satisfaction within 3 working days, we will confirm this in writing with a brief summary of the resolution. However, if we are unable to resolve the matter to your satisfaction promptly we will issue a formal letter of acknowledgement of your complaint outlining the next steps and giving you details of the person who will be dealing with the complaint.
We will endeavour to keep you reasonably informed of the progress of your complaint including requesting from you any additional information which may help us reach a resolution within 8 weeks; however, if your complaint is not straightforward and cannot be resolved within 8 weeks, we will inform you in writing of the reasons why, and when we are likely to be in position to resolve your complaint.
When we provide a final resolution response, we will also give you details of the relevant body responsible for dispute settlement, as you may be able to refer the matter to them after 8 weeks or if you remain dissatisfied with any resolution response.
This Complaints Procedure does not affect any right of legal action you may have against the parties concerned.
If we consider that another party is entirely or partly responsible for the subject matter of a complaint, we may refer the complaint, or the relevant part of it, to the other party, this may include another professional firm, insurance company or insurance intermediary or similar Institution.
In such cases we will:
a) inform you promptly and in writing that we are referring your complaint, either entirely or in part, to another party and, if relevant obtain your consent to do so;
b) if applicable, we will continue to deal with any part of the complaint not referred to the other party in accordance with our normal procedures.
To the extent the referral of any complaint as envisaged above entails the transfer of personal information; we will do so only in accordance with the General Data Protection Regulations and the Data Protection Act 2018.
What to do if you are still not satisfied
If you are not satisfied with our final response to your complaint or if we have still not resolved your complaint within 8 weeks of receipt, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).
The FOS is an independent service for settling disputes between businesses providing financial services and their customers. This service is free to customers. You can contact them at:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
You must approach the Financial Ombudsman Service within 6 months of our final response to your complaint. We will remind you of the time limits in our final response.
Select an office
Ampthill
If you’d like to make a complaint, please contact Coversure Ampthill on 01525 574 368 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Basingstoke
If you’d like to make a complaint, please contact Coversure Basingstoke on 01256 631230 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Batley
If you’d like to make a complaint, please contact Coversure Batley on 01924 609004 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Bedale
If you’d like to make a complaint, please contact Coversure Bedale on 01677 361 025 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Bicester
If you’d like to make a complaint, please contact Coversure Bicester on 01869 520 272 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Bideford
If you’d like to make a complaint, please contact Coversure Bideford on 01237 260 162 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Bognor Regis
If you’d like to make a complaint, please contact Coversure Bognor Regis on 01243 684 426 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Bolton and Bury
If you’d like to make a complaint, please contact Coversure Bolton and Bury on 01204 227390 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Bradford
If you’d like to make a complaint, please contact Coversure Bradford on 01274 051 359 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Brighton
If you’d like to make a complaint, please contact Coversure Brighton on 01273 051802 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Bromsgrove
If you’d like to make a complaint, please contact Coversure Bromsgrove on 01217 567121 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Bude
If you’d like to make a complaint, please contact Coversure Bude on 01288 430042 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Burnage
If you’d like to make a complaint, please contact Coversure Burnage on 01615 166180 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Cambridge
If you’d like to make a complaint, please contact Coversure Cambridge on 01223 080039 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Cannock
If you’d like to make a complaint, please contact Coversure Cannock on 01543 648 511 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Cardiff
If you’d like to make a complaint, please contact Coversure Cardiff on 02921 681 473 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Castle Donington
If you’d like to make a complaint, please contact Coversure Castle Donington on 01332 983 725 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Cheshunt
If you’d like to make a complaint, please contact Coversure Cheshunt on 01992 238 867 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Chesterfield
If you’d like to make a complaint, please contact Coversure Chesterfield on 01246 808 759 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Chorley
If you’d like to make a complaint, please contact Coversure Chorley on 01257 650 162 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Colne
If you’d like to make a complaint, please contact Coversure Colne on 01282 380 393 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Cramlington
If you’d like to make a complaint, please contact Coversure Cramlington on 01670 468 251 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Crawley
If you’d like to make a complaint, please contact Coversure Crawley on 01293 306 563 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Crewe
If you’d like to make a complaint, please contact Coversure Crewe on 01270 306 069 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Croydon
If you’d like to make a complaint, please contact Coversure Croydon on 020 8131 4708 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Dearne Valley
If you’d like to make a complaint, please contact Coversure Dearne Valley on 01226 750 001 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Dover
If you’d like to make a complaint, please contact Coversure Dover on 01304 211126 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Dudley
If you’d like to make a complaint, please contact Coversure Dudley on 01384 912406 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Ely
If you’d like to make a complaint, please contact Coversure Ely on 01353 260338 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Falkirk
If you’d like to make a complaint, please contact Coversure Falkirk on 01324 238264 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Fleet
If you’d like to make a complaint, please contact Coversure Fleet on 0800 047 3411 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Frinton-on-Sea
If you’d like to make a complaint, please contact Coversure Frinton-on-Sea on 01277 509815 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Godalming
If you’d like to make a complaint, please contact Coversure Godalming on 01483 945 367 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Grantham
If you’d like to make a complaint, please contact Coversure Grantham on 01476 565 590 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Guildford
If you’d like to make a complaint, please contact Coversure Guildford on 01483 944279 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Halifax
If you’d like to make a complaint, please contact Coversure Halifax on 01422 702579 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Harrow
If you’d like to make a complaint, please contact Coversure Harrow on 020 8131 1473 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Haverhill
If you’d like to make a complaint, please contact Coversure Haverhill on 01440 382076 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Hornchurch
If you’d like to make a complaint, please contact Coversure Hornchurch on 01708 398140 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Hull
If you’d like to make a complaint, please contact Coversure Hull on 01482 434343 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Ilfracombe
If you’d like to make a complaint, please contact Coversure Ilfracombe on 01271 268011 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Islington
If you’d like to make a complaint, please contact Coversure Islington on 020 8131 0960 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Keighley
If you’d like to make a complaint, please contact Coversure Keighley on 01535 448303 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Leamington Spa
If you’d like to make a complaint, please contact Coversure Leamington Spa on 01926 953776 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Leeds
If you’d like to make a complaint, please contact Coversure Leeds on 0800 047 3291 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Leicester
If you’d like to make a complaint, please contact Coversure Leicester on 01163 190107 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Llandrindod Wells
If you’d like to make a complaint, please contact Coversure Llandrindod Wells on 01597 463003 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
London East
If you’d like to make a complaint, please contact Coversure London East on 0208 131 7856 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Lowestoft
If you’d like to make a complaint, please contact Coversure Lowestoft on 01502 342424 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Luton
If you’d like to make a complaint, please contact Coversure Luton on 01582 952 679 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Macclesfield
If you’d like to make a complaint, please contact Coversure Macclesfield on 01625 324939 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Maidenhead
If you’d like to make a complaint, please contact Coversure Maidenhead on 0800 047 3979 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Maidstone
If you’d like to make a complaint, please contact Coversure Maidstone on 01622 294605 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Middlesbrough
If you’d like to make a complaint, please contact Coversure Middlesbrough on 01642 913161 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Molesey
If you’d like to make a complaint, please contact Coversure Molesey on 020 3993 7538 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Newcastle
If you’d like to make a complaint, please contact Coversure Newcastle on 0191 622 4463 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
North Lincs
If you’d like to make a complaint, please contact Coversure North Lincs on 01472 691542 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Northampton
If you’d like to make a complaint, please contact Coversure Northampton on 01604 359049 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Oswestry
If you’d like to make a complaint, please contact Coversure Oswestry on 01691 320153 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Outwell
If you’d like to make a complaint, please contact Coversure Outwell on 01945 300 020 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Oxford
If you’d like to make a complaint, please contact Coversure Oxford on 0333 0507 126 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Palmers Green
If you’d like to make a complaint, please contact Coversure Palmers Green on 0800 047 3143 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Poole
If you’d like to make a complaint, please contact Coversure Poole on 01202 147470 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Reading
If you’d like to make a complaint, please contact Coversure Reading on 0118 217 1356 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Redditch
If you’d like to make a complaint, please contact Coversure Redditch on 01527 958 297 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Ringwood
If you’d like to make a complaint, please contact Coversure Ringwood on 01425 200163 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Rochdale
If you’d like to make a complaint, please contact Coversure Rochdale on 01706 438355 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Rotherham
If you’d like to make a complaint, please contact Coversure Rotherham on 01709 264415 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Rugby
If you’d like to make a complaint, please contact Coversure Rugby on 01788 878044 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Sevenoaks
If you’d like to make a complaint, please contact Coversure Sevenoaks on 0114 493 1392 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Sheffield
If you’d like to make a complaint, please contact Coversure Sheffield on 0114 438 3282 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Shrewsbury
If you’d like to make a complaint, please contact Coversure Shrewsbury on 01743 598502 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Solihull
If you’d like to make a complaint, please contact Coversure Solihull on 0121 756 9589 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Southampton
If you’d like to make a complaint, please contact Coversure Southampton on 023 8255 0919 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Southend
If you’d like to make a complaint, please contact Coversure Southend on 01702 885445 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
St Neots
If you’d like to make a complaint, please contact Coversure St Neots on 01480 710 683 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Stafford
If you’d like to make a complaint, please contact Coversure Stafford on 0800 098 8979 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Stoke
If you’d like to make a complaint, please contact Coversure Stoke on 0330 054 2747 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Sudbury
If you’d like to make a complaint, please contact Coversure Sudbury on 01787 540240 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Swindon
If you’d like to make a complaint, please contact Coversure Swindon on 01793 352017 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Teddington
If you’d like to make a complaint, please contact Coversure Teddington on 020 8131 4677 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Tewkesbury
If you’d like to make a complaint, please contact Coversure Tewkesbury on 01684 498998 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Trowbridge
If you’d like to make a complaint, please contact Coversure Trowbridge on 01225 637418 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Walsall
If you’d like to make a complaint, please contact Coversure Walsall on 0800 047 3839 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Westminster
If you’d like to make a complaint, please contact Coversure Westminster on 0800 047 3601 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Weymouth
If you’d like to make a complaint, please contact Coversure Weymouth on 01305 510 344 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
Wimbledon
If you’d like to make a complaint, please contact Coversure Wimbledon on 020 813 18118 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
York
If you’d like to make a complaint, please contact Coversure York on 01904 270484 or email us here, and one of the team will come back to you as soon as possible to discuss the matter.
