Have a complaint?

We aim to provide great service but if you are not happy, then we’d like to know about it.

What to do if you want to make a complaint

How to get in touch with us

Your feedback is central in helping us learn from our mistakes and improve and enhance our service to our customers. We are dedicated to resolving issues about our products and services in a timely and fair manner. We operate a simple process, and most issues can be resolved straight away. Please get in touch using one of the options below.

By phone:
020 3927 7410

In writing:
Customer Services, Qlaims Limited,
Level 30, The Leadenhall Building,
122 Leadenhall Street, London EC3V 4AB

How we’ll resolve your complaint

  1. We will try to resolve your complaint quickly and where possible informally within three working days following receipt. We’ll provide you with a summary of its resolution.
  2. If we’re unable to resolve your complaint informally, we’ll send you a written acknowledgement within five business days of receipt. You’ll have a dedicated contact at Qlaims who will thoroughly investigate your complaint. To support the investigation, we may require further information and if we do, we’ll let you know.
  3. We aim to provide a full response to your complaint within four weeks. Some can take longer to investigate and if more time is needed, we’ll let you know.
  4. Most complaints will have a full response within eight weeks following their receipt. If for any reason, our investigation is not concluded within the eight weeks, we’ll write to you again informing you that our investigation is continuing and giving the reasons for the delay. If your complaint is about another party, for example the broker, who placed the business, we will refer details of the complaint to the third party and confirm this course of action to you in writing.

What to do if you’re not happy with the outcome

If you’re not happy with the complaint outcome or if we’ve been unable to provide a full response within eight weeks, you can ask the Financial Ombudsman Service to review your complaint. The Financial Ombudsman Service is a free and independent service. You can log onto their website www.financial-ombudsman.org.uk to find out more, or contact them using one of the options below.

By phone:
0800 023 4567

In writing:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR