Complaints

If you want to make a complaint, you can contact us by telephone on 01234 716002. Lines are open Monday to Friday, from 9am to 5pm.

Alternatively, you can email us sales@plusinsurance.co.uk.

If you’d prefer to write to us you can send the letter to:

Customer Relations Manager
Plus Insurance
PO Box 1406
Bedford
MK42 5AQ

We will ensure that all complaints are investigated promptly and thoroughly.

If we can resolve your complaint to your satisfaction within three working days of receipt of your complaint, we will write to you to confirm our response and will provide further information about the Financial Ombudsman Service.

If your complaint can’t be resolved within three working days of receipt of your complaint, we will write to you to acknowledge receipt of your complaint and let you know who will be investigating your complaint. We will write to you within 5 working days of receipt of the complaint.

We will provide a substantive, final response to your complaint within 8 weeks of receipt of your complaint, although we will do our best to send this to you as soon as possible after receipt of your complaint. We will provide a comprehensive response covering our investigation, our decision and any next steps (if applicable). We will also let you know about your right to contact the Financial Ombudsman Service.

Financial Ombudsman Service

If our investigations aren’t completed within 8 weeks of receiving your complaint or you are unhappy with our response, you can ask the Financial Ombudsman Service to review your complaint. This service is a free and completely independent. If you decide to contact the Financial Ombudsman, you should do so within 6 months of our response letter.

You can contact the Financial Ombudsman Service 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

European Online Dispute Resolution Platform

If you, purchased your policy online, predominantly for your own private use, you can use the Online Dispute Resolution (ODR) platform created by the EU Commission. You can enter any complaint about your policy (other than for trade) onto the ODR. This will forward your complaint to the correct Alternative Dispute Resolution scheme, which in the UK is the Financial Ombudsman Service. If you want to contact the Financial Ombudsman Service directly, the contact details are noted above.

For more information about ODR please visit:
https://ec.europa.eu/odr