Make a Complaint
We are committed to delivering the highest standards of customer care and we have procedures in place to investigate complaints. You should contact us in the first instance and we will try to resolve your complaint within three working days.
By e-mail: email@example.com
By telephone: 020 8847 8000
In writing: Discount Insurance, 27 Great West Road, Brentford, London, TW8 9BW
If we are unable to resolve your complaint after three working days, your complaint will be passed to our central complaints team.
We are committed to delivering the highest standards of customer care and we have procedures in place to investigate complaints. We undertake to:
• Try and resolve the complaint within 3 working days and write to you confirming if we have done so;
• Acknowledge any formal complaints promptly;
• Respond fully to your concern or complaint within four weeks or less. If for any reason this is not possible, we will write to you to explain why we have been unable to conclude the matter quickly. If we have been unable to resolve your complaint in eight weeks, we will write to you explaining the reason as to why this has not been possible. We will also advise you of your right to refer your complaint to the Financial Ombudsman Service (if applicable).
Lloyd’s of London
If we are unable to resolve a complaint which relates to the performance of your policy or the insurer, and your policy is underwritten at Lloyd’s, you may refer your complaint to Lloyd’s for review. Lloyd’s’ contact details are below, and further information on the referral process can be found on the Lloyd’s website.
Address: Lloyd’s Complaints Team, One Lime Street, London. EC3M 7HA
Telephone: 020 7327 5693 (calls to this number are free from “fixed lines” in the UK) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).
Financial Ombudsman Service
If you still feel that we have not been able to resolve the matter to your satisfaction, after this process you may have the right (subject to eligibility) to refer your complaint to the Financial Ombudsman Service; the address is:
The Financial Ombudsman Service
London E14 9SR
Telephone: 0800 0234 567 (from landline)
Telephone: 0300 123 9 123 (from mobile)
Whether or not you make a complaint to us and/or refer your complaint to the Financial Ombudsman Service, your statutory right to take legal action will not be affected.
Online Dispute Resolution Platform
The European Commission has established an Online Dispute Resolution Platform (ODR Platform) http://ec.europa.eu/consumers/odr that is specifically designed to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU and subsequently has a problem with that online purchase.
The ODR platform will refer your complaint to the Financial Ombudsman Service which will then pass it on to Arthur J. Gallagher.