Complaints Procedure
Last updated 9 October 2026
Our promise
Every complaint is taken seriously, and we try to put things right quickly and fairly. Here is how to complain and what will happen.
What we treat as a complaint
Anything you tell us you are unhappy with about our service, for example:
- How good or how quick our service was
- How our staff behaved or kept in touch
- Information or guidance we gave you
- Paperwork and administration
- How we handled your personal information
How to make a complaint
Phone: 0333 011 0134 (complaints line Monday to Friday, 9am to 5pm)
Post: Complaints Department, Total Claims Solutions (UK) Ltd, 5 The Clock Tower, Manor Lane, Holmes Chapel, Crewe, Cheshire, CW4 8DJ
Please give us your name and contact details, any reference number, what went wrong and when, who was involved, what you would like us to do about it, and copies of any documents that help explain it.
What we do next
- We acknowledge it within 2 working days, with a reference number and the name of the person dealing with it.
- We investigate, looking at everything and talking to anyone involved.
- We reply in writing, aiming to do so within 10 working days. If it will take longer we will explain why. You will always have our final response within 8 weeks.
If you are still unhappy
If you disagree with our final response, or have not received it within 8 weeks, you may be able to take your complaint to the Financial Ombudsman Service, which costs you nothing. You need to contact the Ombudsman within six months of the date of our final response.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Phone: 0800 023 4567
Website: financial-ombudsman.org.uk