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Making a complaint

We know that sometimes things go wrong and here at The Co-operative Insurance we really value your feedback. Letting us know when you’re not happy with our products or service, provides us with the opportunity to put it right and helps us to improve our service for all our customers.

Our promise is to:

  • treat your complaint fairly
  • try to resolve complaints when you first contact us
  • if we cannot resolve your complaint when you first contact us, send you a response in writing
  • keep you informed of our progress

Making a complaint

How to make a complaint

The first step is for us to understand your complaint.

How you can contact us:

 By telephone Speak to a member of our Customer Service team.
Find Customer Services contact numbers 
 In writing Customer Relations
The Co-operative Insurance
CIS Building
4th Floor
Miller Street
M60 0AL 

To help us resolve your complaint we’ll need the following information:

  • details of what you are concerned about
  • your name and address
  • your policy number
  • a daytime telephone number

Please let us know if you need your response to be sent in an alternative format such as large print, audio or Braille.

What happens next?

We will always do everything we possibly can to sort out the problem. We’ll send you a written acknowledgement within five working days and keep you informed on our progress until your complaint has been resolved.

Not satisfied with our response?

Should you remain unhappy with our final response, or if eight weeks have passed since you first raised the matter with us, you have the option to refer the matter to the Financial Ombudsman Service. Find out more

About the Financial Ombudsman Service

The Co-operative Insurance is covered by the Financial Ombudsman Service who resolve individual complaints against financial services institutions in the UK.

If you contact the Financial Ombudsman Service before you have received your final response, or before eight weeks has passed since you initially raised your concerns with us, they will refer you back to The Co-operative Insurance to resolve your complaint. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

Please be aware that our Guernsey based products such as our offshore accounts may not fall within the jurisdiction of the Financial Ombudsman Service.

The contact details for the Financial Ombudsman Service are:

Phone 0800 023 4567^
0300 123 9123^
In writing The Financial Ombudsman Service
Exchange Tower
E14 9SR

Calls may be monitored or recorded for security and training purposes.

^Call charges may apply. Check for details if calling from a landline, a mobile or from abroad.