If we've done something wrong, the first thing to do is tell us and give us a chance to fix it. We probably didn't mean to.
The easiest way to tell us something is wrong is through our in-app chat.
You can also email email@example.com including your policy number, for example, Locket 123 4567.
We’ll acknowledge your complaint promptly and aim to fix it as soon as we can.
We'll keep you informed of progress and answer any of your questions or concerns as openly and honestly as we can.
We hope it never comes to this, but if we can't resolve your problem – or if it takes us longer than eight weeks - you're allowed to refer it to the Financial Ombudsman Service, an independent third party who will talk to both of us and try to find a solution.
You have six months from the date of our final response to you to contact them:
Financial Ombudsman Service,
Exchange Tower, Harbour Exchange Square,