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 general complaints

Call:      0800 085 8698

Email:   complaints@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. If you do not have contact details, you will find these on our Claims Centre page on the website.

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: https://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 statistics

Here at Endsleigh, our customers are at the centre of everything we do and we’re committed to providing a high level of service to both new and existing customers.

But even with the best of intentions, things do sometimes go wrong. And when this happens, we welcome the opportunity to put things right for you.

Not only do we work hard to resolve complaints quickly and fairly, but use the feedback we receive to continuously improve our products and services. As a result of our efforts, we saw a 70% reduction in complaints between Q1 and Q4 2018.

We are required to publish data on the complaints we have received and resolved. Below, you’ll find further details of our complaints statistics so you can feel confident that you’re making the right choice with Endsleigh.


Period Covered: 1 March 2018 - 31 August 2018


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
11.63
1716
1761
61.3%
37.5%
49.6%
General admin / customer service
Credit Related
n/a
1
3
n/a
n/a
0%
n/a


Period Covered: 1 January 2018 - 30 June 2018


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
14.94
2216
2291
61.4%
37.2%
49.8%
General admin / customer service
Credit Related
n/a
1
2
n/a
n/a
0%
n/a