At, we like to think that we go out of our way to give our customers the best service, but we know that we can’t always get everything right all the time. If anything does go wrong, we want to get it cleared up as easily and efficiently as possible.

Should you have a complaint about any aspect of our products or service, just follow our simple 3 step process and we can try to sort it out for you.

1. Get in touch with us by email at [email protected] or send a letter addressed to the Chief Experience Officer to:
Thorpe Underwood Hall
YO26 9SS

If you’d rather speak to us on the phone, please call us on 03300 241 606 (Customer Contact) or 03300 241 603 (Claims). One of our friendly Team will collate your concerns and pass them on to our Customer Experience Team for investigation. Our lines are open Monday to Friday 8am – 7pm.

You can also contact us directly on our Facebook account linked below (monitored Monday to Friday 8:30am – 5pm):

2. We’ll let you know we’ve got your complaint within 5 working days of receipt.

3. After that, we will provide you with a written response within 8 weeks of receiving your complaint.

In the event that you’re still not satisfied with our response, you may take your complaint to the Financial Ombudsman Service. Please note, you must do this within six months of the date of the Chief Experience Officer’s final response.

The Financial Ombudsman Service (FOS) is an independent complaint resolution scheme. The FOS website recommends that you follow the process above before referring your complaint on to them, although you can ask them general questions regarding complaints at any time. The FOS can be contacted as follows:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Tel: 0800 023 4567 or 0300 123 9123

Email: [email protected]

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  • Additional 5% multi-horse discount*
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Contact Us

If you cannot find the answer to your query in our help section, feel free to call us. All calls are charged at your standard rate.


Tel: 03300 241 580
Fax: 03300 242 971
Hours: Mon to Fri 8am-7:00pm | Sat 8:30am-5pm |
Sun - Closed | Bank Holidays - Closed |
Christmas & Boxing Day - Closed


Tel: 03300 241 603
Fax: 03300 242 971
Hours: Mon to Fri 8am-5:30pm | Sat 9am-12pm

Customer Services:

Tel: 03300 241 606
Fax: 03300 242 971
Hours: Mon to Fri 8am-7:00pm | Sat 8:30am-5pm |
Sun - Closed | Bank Holidays - Closed |
Christmas & Boxing Day - Closed

By Post:
Thorpe Underwood Estate
YO26 9SS
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