Express Insurance

New Customers:  0800 031 6657
Existing Customers: 0800 049 4251

Making a Complaint

Providing a first class service to our customers is very important to Express Insurance Services. However, we accept that things may go wrong from time to time and if they do, we are keen to listen to your views so that we can learn from our mistakes and improve our service wherever possible. With this in mind, the following procedure is in place to ensure you are kept fully up to date with the progress of your complaint and also to guarantee your complaint is managed fairly and promptly.

How to make a formal complaint

Register a complaint online

Or give us a call: 0800 049 4252

If your complaint relates to a claim, please contact us on: 0800 049 0211

For any other complaint, please contact us on: 0800 049 0217

If you wish to write, complaints should be sent to the Compliance Support Team at the following address:

Express Insurance Services
Trafalgar House
110 Manchester Road
Altrincham
Cheshire
WA14 1NU

What happens next?

We will attempt to resolve your complaint immediately. If this isn’t possible we will write to you within 5 working days to acknowledge your complaint.  After investigating your complaint we will respond to you as soon as possible, however in the unlikely event that your complaint hasn’t been resolved within four weeks, we will write to update you of the reasons why and further action we will take.

Within eight weeks we will either send you our final response letter detailing the outcome of our investigation and our decision or a letter confirming when we anticipate to have concluded our investigation.

If you’re unhappy with our decision or if we don’t complete our investigation within eight weeks you may refer your complaint to the Financial Ombudsman Service (FOS) who will liaise with us on your behalf. The FOS will inform you directly of its decision. Referral to the FOS won’t prejudice your right to take subsequent legal proceedings.

Their address is:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Email: complaint.info@financialombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Consumer helpline:

0800 023 4567

Calls to this number are normally free for people ringing from a "fixed line" phone – but charges may apply if you call from a mobile phone.

Or

0300 123 9123

Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

Lines open:

Mon - Fri, 8am to 8pm

Saturday, 9am to 1pm