Make a complaint

We always try to provide a first-class service, but if for some reason we've failed, please let us know and we'll do our best to make things better.

To contact our customer relations manager, please email

If you need to call, you can speak to the complaints team on 0330 400 1420.

The postal address is Customer relations manager, InsureandGo, One Victoria Street, Bristol Bridge, Bristol, BS1 6AA.  However, please note that due to our current home working arrangements, there may be a considerable delay before we’re able to collect or review any correspondence posted to us.

Alternatively, if your complaint relates to a product or service purchased online, you can contact the European Commission using their Online Dispute Resolution (ODR) platform. The ODR platform, primarily aimed at European Union (EU) cross-border disputes, is designed to help consumers resident in the EU get access to dispute resolution if they remain unhappy with the response they have received from a trader established in the EU. The ODR platform will ask you for a trader’s email address, which you can find in the ‘Make a Complaint’ section above. Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Ombudsman Service (FOS) therefore you may prefer to contact us or the FOS directly in the first instance regarding your complaint.

Financial Ombudsman Service

We will do our best to resolve the situation with you, but if you don't think we've done this to your satisfaction, you should refer your complaint to the independent Financial Ombudsman Service.

To contact them, please write to the address below:

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

You can also call them on 0800 023 4 567 or email them at

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