We do our best to provide you with the highest levels of customer service at all times, however, should you wish to make a complaint you should do so with our Customer Complaints Manager. You can do this in writing to Customer Complaints Manager, LOSS Insurance Services Ltd, 150 London Road, Northwich, CW9 5HH, by email to or by telephone on 01606 601000 detailing the nature of the complaint.

If we are unable to resolve your complaint by close of business on the third working day following receipt an acknowledgement will be sent no later than 5 working days after receiving your complaint confirming who is dealing with the complaint and when we will expect to respond to you. Within 8 weeks of the date we receive a complaint we will provide you with our final decision.

If you remain dissatisfied you may be able to refer your case to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR, telephone 0800 023 4567 or fax 020 7964 1001.

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By making a complaint, you do not prejudice your rights to any legal proceedings.

If you have purchased a policy online, you may also wish to refer your complaint to the online dispute resolution platform, However, this may be a longer process, and your complaint may simply be referred to the Financial Ombudsman Service by this platform