Complaints Procedure

How we handle complaints

Step 1

Please contact us at your earliest convenience either by

phone: 0203 818 8061

in writing: iSure Customer Relations, Office A17, 9 Nimrod Way, Ferndown, Dorset. BH21 7UH

and include the following information:

Your policy number and/or claim reference number (if you have one)
Your full name, address and telephone number
Details of your problem or complaint
Details of any previous correspondence you’ve had with us

We will try to resolve your complaint straight away, but if this is not possible we will take full details from you and arrange for the problem to be investigated

Step 2

We will try to resolve your complaint straight away. However, if it requires a more in-depth investigation, then we will aim to give you our final response within four weeks and update you after 14 days of why the complaint has not been resolved and an indication of when you will receive a final response. Should you remain dissatisfied with the response you receive from us, you may if you wish refer your complaint to  our insurers or Lloyds (where the business is insured by underwriters at Lloyds). Please use the insurer details in your policy wording or contact us. If you wish to contact Lloyds their contact details are as follows:

One Lime street
London EC3M 7HA
Telephone +44 (0) 20 7327 5693

Lloyds will investigate the matter and provide a final response.

Step 3

We hope that it won’t come to this , but if you're not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may have the right to refer your case to the Financial Ombudsman Service.

You can contact them in one of the following ways:

In writing:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

By phone: 0800 023 4567
By email:
Website: (external link)

Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.

If you have bought your insurance online, you can also register your complaint with the Online Dispute Resolution website, which has been set up by the European Commission.