Complaints Procedure

You can complain in writing or by phone at any time as follows:

Ansvar Insurance
4th Floor, The Office,
1 Market Square, Circus Street,
Brighton BN2 9AS

Phone: 0345 60 20 999 or (all calls are recorded)
Email: ansvar.complaints@ansvar.co.uk

Our promise to you

We will aim to deal with your complaint within one business day.

To deal with your complaint we will:

investigate your complaint thoroughly and impartially;
keep you informed of the progress of the investigation; and
respond in writing to your complaint as soon as possible.

For more complicated issues, we may need a little longer to investigate, and we may ask you for more information to help us reach a decision.

If you are not satisfied with our response, or if we have not completed our investigation within eight weeks, we will tell you about your right to take the complaint to:

Financial Ombudsman Service
Exchange Tower, Harbour Exchange, London, E14 9SR
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk/
If you have bought your insurance online, you can also register your complaint on the Online Dispute Resolution website, which has been set up by the European Commission.

Website: http://ec.europa.eu/consumers/odr/

This complaints procedure does not affect your right to take legal action.

Making a claim