Tell us about a problem or complaint

We work hard to give you great customer service, but sometimes things may go wrong. If you’ve not purchased your quote yet or if you’re in the first 28 days of your policy, you can give us a ring for some help. If you’ve had your policy for longer than 28 days, you could email the Customer Services team.

However, please rest assured this doesn't mean that we will not handle the problem any less urgently and we will be in touch with you as soon as we can.

Please fill in the below form and we will be in touch with you as soon as possible to resolve your issue.

First name *

Last name *

What's your email address? *

Please confirm your email address *

Date of birth: (DD/MM/YYYY) *

Postcode *

What's your quote/policy number?

Please tell us what's gone wrong? *

How do you want us to fix this?

Question *

We’ll always do everything we can to solve your problem -, with as much speed and as little fuss as possible.

Some issues may meet the definition of a complaint under the guidelines set out by our regulator, the Financial Conduct Authority (FCA).

If your problem meets this definition, and we can’t solve it for you quickly, then we’ll follow an FCA-approved process to make sure it gets the attention it deserves.

We’ll:

Acknowledge your complaint promptly
Assign a dedicated complaint expert who will review your complaint
Carry out a thorough and impartial investigation
Keep you updated of the progress
Do everything we can to resolve things as quickly as possible
Provide a written response within 8 weeks of receiving your complaint, this will inform you of the results of our investigation or explain why this isn’t possible.

Our aim is always to solve the problem for you. If you’re not satisfied with our investigation or can give us further information that could help to clarify things, we’re happy to review our response.

If you're not happy with our response to your complaint:

You may be able to ask the Financial Ombudsman Service to carry out an independent review of your complaint if you remain unhappy. If this is the case, you also have the right to ask them to review your complaint if we’ve been unable to resolve it within 8 weeks. We will provide full details in our response if this is possible.

The Financial Ombudsman Service exists to help resolve complaints when we have not been able to resolve your complaint to your satisfaction. The service they provide is free and impartial. Whilst we are bound by their decision you are not, contacting them will not affect your legal rights.

In writing:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By telephone:
0800 023 4567

You can also visit their website at www.financial-ombudsman.org.uk where you will find further information. Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after General Accident have had the opportunity to consider and resolve this.