Claims Help Account

Complaints

Need us to fix a problem?

We'll move as fast as possible to sort things out.

Sometimes things don’t go to plan, so please let us know if you feel like we’ve let you down. We’ll try to sort things out as soon as possible, or we’ll do our best to make everything a bit clearer.

How to get in touch

Call us

Give us a call. Talking over the phone is often the quickest way to get things sorted.

0800 051 0122 or 0345 603 3550

Fill out our online form

If you would like to tell us about your problem online, all you have to do is fill out our simple form.

Online form

Write to us

If you'd rather write to us, you can always send a letter. It might take us a bit longer to respond, but we'll get back to you as soon as possible.

Customer Relations Manager
Churchill Court
Westmoreland Road
Bromley
BR1 1DP

We’ll aim to have everything sorted within three working days. But if we can’t fix the problem, we’ll let you know why and what the next steps are.

What do we do with your complaint?

If we receive a complaint, we follow the steps detailed below:

Summary Resolution

If we’ve been able to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint.

What will it tell you?

It will let you know your complaint has been resolved and tell you about the Financial Ombudsman Service.

Acknowledgement

If we’ve been unable to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint.

What will it tell you?

It will let you know our complaint handling process and information about the Financial Ombudsman Service.

Eight week update

If we’ve been unable to resolve your complaint within 8 weeks.

What will it tell you?

It will let you know why we are not in a position to give you our final response and when we expect to be able to provide this. We’ll also let you know about your right to contact the Financial Ombudsman Service.

Final Response

If we’ve been unable to resolve your complaint within 3 working days, we’ll send you our Final Response when we’ve completed our investigations. We’ll do our best to send this at the earliest opportunity.

What will it tell you?

This is a detailed response, which will outline:
- Our investigation
- The decision
- Next steps, if applicable

It will also provide information about the Financial Ombudsman Service.

We’re regulated by the Financial Conduct Authority (FCA). We’ll only follow the four steps above, if the FCA agree your problem meets their definition of a complaint. Each step will also give you further information about the Financial Ombudsman Service.

Independent Review

If we don’t complete our investigations within 8 weeks of receiving your complaint or you’re unhappy with our response, you may ask the Financial Ombudsman Service to look at your complaint. This is a free and independent service. If you decide to contact them, you should do so within 6 months of our response letter. Referring your case to the Financial Ombudsman Service will not affect your legal rights.

You can contact them by:

Email:
complaint.info@financial-ombudsman.org.uk

Phone:
UK: 0300 123 9123 or 0800 023 4567
Abroad: +44 20 7964 0500

Writing to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Their website also has a great deal of useful information: www.financial-ombudsman.org.uk

At Churchill, we aim to provide exceptional service for our customers.

We're dedicated to building an inclusive environment and believe that everyone should be treated with respect and dignity. Nobody should be subjected to abuse, threats, discrimination or any other form of unacceptable behaviour.

While we recognise that customers may be stressed, upset or frustrated when they contact us, we will not tolerate unacceptable behaviour towards our staff.

Examples of unacceptable behaviour include, but are not limited to:

  • Making threats towards our staff or business
  • Behaving in a harassing or discriminatory way towards our staff
  • Making abusive or offensive comments
  • Using inappropriate or offensive language
  • Making racist, sexist, homophobic or other discriminatory remarks
  • Demanding a response or action within an unreasonable timeframe
  • Insisting on speaking to a particular member of staff when that is not possible or appropriate
  • Making unreasonable or excessive demands on the time and resources of our staff

How we manage unacceptable behaviour:

Before we make any decisions under this policy, we will conduct a thorough review of the situation and always consider the individual circumstances.

If we decide the behaviour is unacceptable, we will take action which may include, but is not limited to:

  • Letting the customer know about our concerns
  • Restricting how the customer can contact us
  • Notifying the relevant public authorities and/or taking legal action

Making a complaint

If you're a customer and feel we haven't met your expectations, please contact us using the steps at the top of this page.