Complaints

How to complain

We are committed to providing a high level of customer service and if you don’t feel we have delivered this, we would welcome the opportunity to put things right for you.

Please get in touch with us in the way that suits you best.

For policy related concerns

Call:      0333 234 1556

Email:   complaints@endsleigh.co.uk

Online: Use our Live Chat online at https://help.endsleigh.co.uk

Write:   Endsleigh Insurance Services Limited. Shurdington Road, Cheltenham GL51 4UE

If you need to contact us about a claims issue please contact the person handling your claim or use the contact details below depending on the type of policy you have.  This ensures that you get expert help from one of our claims specialists.

Motor Claims

Call:     0333 234 1556

Email:  motorclaims.complaints@endsleigh.co.uk

Write:   Endsleigh Insurance Services Limited. Shurdington Road, Cheltenham GL51 4UE

Home Claims

Call:     0333 234 1556

Email:  homeclaims.complaints@endsleigh.co.uk

Write:   Endsleigh Insurance Services Limited. Shurdington Road, Cheltenham GL51 4UE

Travel Claims

Call:     0333 234 1556

Email:  travelclaims.complaints@endsleigh.co.uk

Write:   Endsleigh Insurance Services Limited. Shurdington Road, Cheltenham GL51 4UE

 

Most complaints can be resolved within 3 business days*
If we can resolve your complaint to your satisfaction within 3 business days we will do so and we’ll write to you to confirm this.

Complaints that take longer than 3 business days to resolve
If we have not been able to resolve your complaint to your satisfaction within 3 business days, we will keep you updated with progress and will provide you with our decision as quickly as possible. This will be in the form of a final decision letter from our Customer Relations Team.

Next steps if you’re still unhappy
If you are not happy with the outcome of your complaint, you can ask the Financial Ombudsman Service to review your case.

You’ll need to contact them within 6 months of the date of our final decision letter.

You can also ask the ombudsman to review your case if we have not provided you with a final decision within 8 weeks of receiving your complaint.

The service they provide is free and impartial and they can be contacted as follows:
Post:                Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone:        08000 234567

Email:              complaint.info@financial-ombudsman.org.uk
Website:           http://www.financial-ombudsman.org.uk


*A business day is defined as Monday to Friday, but excluding bank holidays.

 

We are required to publish data on the complaints we have received and resolved. The definition of a complaint is any expression of dissatisfaction. We take any complaint we receive seriously and strive to reach a speedy and fair conclusion.

You can also use the online European Online Dispute Resolution platform to provide details of your complaint, which will then be forwarded to the Financial Ombudsman Service. Please click here to access the platform

Complaints Summary

 

Period Covered: 2 July 2016 - 1 January 2017

 

Number of Complaints Opened per 1000 Policies Sold

Number of Complaints Opened

Number of Complaints Closed

Complaints Closed Within 3 Days (%)

Complaints Closed After 3 Days But Within 8 Weeks (%)

Complaints Upheld (%)

Main Cause of Complaints Opened

Insurance and Pure Protection

26.65

3039

3028

71.8%

28.0%

49.7%

General admin / customer service

Credit Related

NA

6

3

NA

NA

33.3%

NA