HERE TO HELP
Complaints
Tell us if something has gone wrong.
We aim to provide a high standard of service. If you are unhappy, please give us the opportunity to understand what happened and work towards a fair resolution.
A CLEAR PROCESS
We want to understand what happened.
01
What to include
Tell us your name, contact details, policy reference if available, what happened and the outcome you would like. Include relevant correspondence so we can investigate the matter.
02
Our response
We will consider your complaint and explain our response. If it concerns another organisation, we will explain the appropriate route and any steps taken to pass it on.
03
Independent review
If you are not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service. Our response will explain the applicable referral rights and deadlines. Visit www.financial-ombudsman.org.uk for information.
Contact our Complaints Manager
Write to the Complaints Manager, Mr T Attew, Crossroads Insurance Services, 133 Tottenham Lane, Crouch End, London, N8 9BJ. You can also call 020 8374 9331, email info@crossroadsinsurance.co.uk or speak to us in person.
Support with your complaint
Help us understand the issue
Explain when the issue arose, who you have spoken to and what you believe has gone wrong. Tell us what would help resolve it. You do not need to use technical insurance language; a clear account in your own words is helpful.
Keep a record of your correspondence
Keep copies of your complaint and any documents you send us. If you receive further information that may help our investigation, send it with your policy or complaint reference so it can be linked to the same matter.
If you need help raising a complaint
Tell us if you need an explanation in a different format or assistance communicating the issue. If someone is acting on your behalf, we may need your authority before sharing policy or complaint information with them.
Still have a question?
133 Tottenham Lane, Crouch End, London, N8 9BJ