How to raise a complaint

We appreciate feedback and are truly sorry if we’ve fallen short of your expectations. 

Whether it’s a product issue, a customer service complaint, or any other aspect that didn’t meet your expectations, we’re here to work towards a resolution that leaves you satisfied. 

Just let us know:

• Your policy or claim details
• What the problem is
• What would turn the problem into progress

 

Contact us by: 

Emailing: Escalationsinsurance@emmieragroup.com

Write: Emmiera Insurance, Unit 8, Waterfront Business Park, Brierley Hill DY5 1LX

Telephone: 01384 473017 

What happens next?

Your complaint will be acknowledged within five working days and we aim to resolve your complaint as soon as possible from first notification.

If your complaint cannot be resolved within 8 weeks, we will notify you in writing to confirm both the causes of the delay and the time in which we expect to resolve your complaint. 

If you’re still unhappy with our final response, or if we’ve not given you a final response within 8 weeks of your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service for help and advice. 

Call: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Write: The Financial Ombudsman Service, Exchange Tower, London E14 9SR