How do I make a complaint?

We're committed to treating our customers fairly. However, we realise that there may be times when things go wrong. If this happens, please contact us at or write to us at:

Quality Department 

Collinson Insurance Services Limited 

Sussex House, 

Perrymount Road,

Haywards Heath,

West Sussex,

RH16 1DN 


What information do I need to provide?

We'll need your name, policy and claim number and the details of your complaint. 

What happens next and how long before I receive a response?

We'll confirm we've got your complaint, within 5 working days. Our Complaints team will investigate and respond to you as soon as possible, usually within 8 weeks.  

What happens if I’m not happy with the outcome of my complaint? 

You may have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge – but you must do so within six months of receiving our response. After this, they'll only be able to help in very limited circumstances.

Here's how to contact them:

The Financial Ombudsman Service

Exchange Tower Harbour

Exchange Square

London E14 9SR

Tel No. 0800 023 4567 if calling from a landline 0300 123 9123 from a mobile.


Visit the Financial Ombudsman Service website at