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We constantly strive to provide our clients with excellent customer service and always welcome their views. We are committed to dealing with all complaints efficiently, effectively and fairly.

Our complaint handling guide sets out the process we will follow should you have reason to complain. These procedures follow the requirements and guidance of our regulator, the FCA.

A complaint can be made in writing, by telephone or in person and should be directed to your usual point of contact in the first instance. Alternatively, you can address your complaint to:

Complaints Department

Complaints Department
Marsh Commercial
Lower Castle Street
Bristol, BS1 3AG

Tel: 0117 240 2000


If you are unhappy with our resolution to your complaint, you may be eligible to refer your complaint to Lloyd’s of London (Lloyd’s policyholders only); and/or the Financial Ombudsman Service.

Fidentia House
Walter Burke Way Chatham Maritime
Kent, ME4 4RN

Tel: 020 7327 5693


Further information can be found at

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Tel: 0300 123 9123 or 0800 023 4567 


Further information can be found at

If you have taken out a product online

If you have taken a product out online with us and are unhappy with the product or service you have received, you can also use the European Commission's Online Dispute Resolution platform ( to make a complaint. The purpose of this platform is to identify a suitable Alternative Dispute Resolution provider and we expect that this will be the Financial Ombudsman Service.