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Make a Complaint


UKInsuranceNet is committed to providing the highest standards of customer service. Whilst we work hard to achieve this, we recognise that there may be occasions when problems arise, and you can help us by telling us what you think of our service. We welcome all your comments, whether suggestions, compliments or complaints.

This page explains how to tell us about a problem, how we will deal with your complaint and what to do if we cannot resolve it for you.

How to complain to us

Many things can be sorted out by speaking to us directly, and often, a phone call will usually be enough to put matters right, but if you prefer, you can make your complaint by email or in writing. Our Contact details are as follows:

Telephone: 01325 346 328


Post: UKinsuranceNET House, Falcon Court, Stockton on Tees, TS18 3TU

Alternatively, you can submit your complaint via the form below.

In order for us to deal with your complaint as quickly as possible, it will help us if you mark your correspondence “Complaint” and provide as much information as you can – for example, policy reference numbers, details of who you have been dealing with previously, how to get in touch with you and what you would like us to do to resolve the matter.

How we deal with your complaint

Your complaint will be passed to a team member who can best address the problem.

If we can, we will resolve your complaint immediately and confirm the action we have taken in writing.

If we cannot resolve the matter to your satisfaction immediately, we’ll commence an investigation and acknowledge your complaint in writing within five working days.

If we have been unable to resolve your complaint within four weeks, we will write to you again with details of the current position.

If we have been unable to resolve your complaint within eight weeks, we’ll write to you again, explaining the delay, what we’re doing to help you and how you can refer your complaint to the Financial Ombudsman Service if you are eligible.

When we’ve completed our investigations, we’ll issue a final response, setting out the action we’re taking.

If you’re not satisfied with the response, outcome or course of action proposed, you may be eligible to refer your complaint to The Financial Ombudsman Service if you wish.

The Financial Ombudsman Service is a free service that has been set up to resolve disputes between consumers, smaller firms, charities and trusts and financial firms. They can be contacted at:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 0234 567 – free to landline users, or 0300 1239 123 – free to most mobile users.

You must refer your complaint to the Financial Ombudsman Service within six months of us providing our final response.

Submit a complaint

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