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
The Co-operative Insurance
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.
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.
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
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: