How do I make a complaint?

Created by Megan White, Modified on Tue, 14 Mar 2023 at 07:06 AM by Megan White

We're committed to treating our customers fairly. However, we realise that there may be times when things go wrong. If this happens, please contact us at or write to us at:

Quality Department 

Collinson Insurance Services Limited 

Sussex House, 

Perrymount Road,

Haywards Heath,

West Sussex,

RH16 1DN


What information do I need to provide?

We'll need your name, policy and claim number and the details of your complaint. 

What happens next and how long before I receive a response?

We'll confirm we've got your complaint, within 5 working days. Our Complaints team will investigate and respond to you as soon as possible, usually within 8 weeks.  

What happens if I’m not happy with the outcome of my complaint? 

You may have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge – but you must do so within six months of receiving our response. After this, they'll only be able to help in very limited circumstances.

Here's how to contact them:

The Financial Ombudsman Service

Exchange Tower Harbour

Exchange Square

London E14 9SR

Tel No. 0800 023 4567 if calling from a landline 0300 123 9123 from a mobile.


Visit the Financial Ombudsman Service website at

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