Supercover Insurance is incorporated in the UK and authorised and regulated by the Financial Services Authority.

Although we endeavor to meet our customers' expectations at all times, we understand that from time to time complaints may arise. Our complaints handling procedures are designed to comply with the rules prescribed by the Financial Services Authority and our aim is to resolve any complaints that we receive both fairly and promptly.

What is the Complaint Procedure?

Supercover Insurance is incorporated in the UK and authorised and regulated by the Financial Services Authority.

Although we endeavour to meet our customers' expectations at all times, we understand that from time to time complaints may arise. Our complaints handling procedures are designed to comply with the rules prescribed by the Financial Services Authority and our aim is to resolve any complaints that we receive both fairly and promptly.


Who should I contact with my complaint?

In the first instance, your complaint should be addressed to The Customer Services Manager at:

Supercover Insurance
602 Cumberland House
80 Scrubs Lane
London
NW10 6RF

Or by email to: complaints@supercoverinsurance.com
Or by telephoning 0871 222 1130

How will my complaint be dealt with?

Within 1 - 5 days of receipt of your complaint you will receive a letter. This will either be a response to your complaint or if we are not able to respond at this time we will inform you of who is handling your complaint, provide a reference for your complaint, and explain why we are unable to respond at this time.

If after 4 weeks, we have still unable to resolve your complaint you will receive a further letter informing you of our progress.

If after a further 4 weeks we are still unable to resolve your complaint you will receive a letter explaining why we cannot respond to your complaint. We will indicate when we expect to respond and will provide details of your right to refer your complaint to The Financial Ombudsman Services

We will endeavour to deal with all complaints in the instance within which they occur. Where this is not possible, we will endeavour to deal with the complaint with 5 working days

Any reference to any of the above will not affect your right to take legal proceedings