Complaint Handling Procedures

If you are unhappy with our products or service, please contact us as soon as possible.

You can complain in writing or verbally at any time to:

Ecclesiastical Insurance Office plc
Beaufort House 
Brunswick Road 
Gloucester 
GL1 1JZ 
Tel: 0345 777 3322 
Fax: 0345 604 4486 

Our promise to you

We will aim to resolve your complaint within three business days.
 
To resolve your complaint we will:
 
  • Investigate your complaint diligently and impartially within Ecclesiastical 
  • Keep you informed of the progress of the investigation
  • For more complex issues, we may need a little longer to investigate and we may ask you for further information to help us reach a decision  
  • Respond in writing to your complaint as soon as possible.
If you are not satisfied with our response, or if we have not completed our investigation within eight weeks, we will inform you of your right to take the complaint to:-
 
The Financial Ombudsman Service
Exchange Tower 
London 
E14 9SR 
Tel: 0800 0 234 567 
Email: complaint.info@financial-ombudsman.org.uk
 
If you have bought your insurance online, you can also register your complaint on the Online Dispute Resolution website, which has been set up by the European Commission.
 
This complaints handling procedure does not affect your right to take legal proceedings.