Home Insurance - Complaints Procedure

We are proud of our reputation for fairness in the way we deal with our policyholders. However, occasionally disputes or misunderstandings can happen. If you have any enquiry or complaint about your policy or a claim made under it, you should first phone:

Customer Services: 0870 606 1369

or write to:

Quality Manager
BDML Connect Ltd
The Connect Centre
Kingston Crescent
Portsmouth
Hampshire
PO2 8QL

Details of your policy and the policy or claim number will help us to deal quickly with your enquiry.

If we are unable to resolve the matter then, depending on the nature of your complaint, you can ask for the help of:

The General Insurance Standards Council (GISC)
110 Cannon Street
London
EC4N 6EU

Telephone:0207 648 7810

The Chief Executive of the Insurer identified in your current Schedule or Certificate of Motor Insurance. We will provide the address on request.

Or, if the Insurer concerned is a Lloyd's of London syndicate:

Complaints and Advisory Service
Lloyd's
Lime Street
London
EC3M 7HA

If the Insurer concerned is a member of the Financial Ombudsman Service:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800

A reference to the Ombudsman will not prejudice your right to take legal action.

If you are uncertain about who you should approach, please contact us for advice.

Remember that these organisations will usually require that we have sent you a final decision letter.

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