Complaints process

• Your complaint will be dealt with diligently, fairly and speedily
• It will be investigated impartially and independently of the person(s) against whom the complaint has been made
• Our complaint process complies fully with the requirements of the Financial Services Authority (FSA) and Association of British Insurers (ABI)
• You can make your complaint in the medium you prefer, i.e. telephone, fax, letter or email.

If we are unable to resolve your complaint within 24-hours, we will acknowledge your complaint in writing and advise you of the name, position and contact details of the person responsible for investigating it. We will aim to provide you with a final response within ten working days, or earlier if required by your insurers. If this is not possible, we will advise you of the reasons for the delay and provide you with a date by when we will be able to issue a final response.

For further details of our Complaints process email complaints@cl-uk.com