0800 294 4522
Mon-Fri:09.00 – 19.00
Sat:09.00 – 17.00

Make a Complaint

We look to uphold our high standards of service at all times, however we appreciate that sometimes things do go wrong.

If you are unsatisfied with any aspect of our product or service, we ask that you contact our customer services team on 020 8847 8000 in the first instance and ask to speak with a manager. Please have your policy reference number to hand.

We may need time to look into your complaint, but please rest assured that it will be taken seriously and that you will kept up to date with developments as we do everything we can to resolve the issue.

If you remain dissatisfied, you can write to us by email at: info@discountinsurance.co.uk

Or by post to:

The Managing Director
Discount Insurance
The Business Exchange
26/28 Hammersmith Grove
W6 7BA

We will make every effort to resolve the issue quickly and fairly, however if you remain unsatisfied then you can ask the Insurance Ombudsman to review your case.

Insurance Ombudsman

Website: www.financial-ombudsman.org.uk

Address: The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567 / 0300 123 9123


Online Dispute Resolution

We are also committed to the European Commission's code of Online Dispute Resolution, which you can find out more about here.

Association of British Insurers

There may be a few instances when the Financial Ombudsman Service (FOS) is unable to consider complaints. In such circumstances you can approach the Association of British Insurers for assistance at:

Address: Consumer Information Department
51 Gresham Street

Telephone: 020 7600 3333

Lloyd's Complaints Procedure

If your policy is underwritten by Lloyd's, or a syndicate thereof, and you have any concerns about your policy or handling of a claim, then you should, in the first instance, notify our customer services:

Address: Discount Insurance
The Business Exchange
26/28 Hammersmith Grove
London W6 7BA

Email: info@discountinsurance.co.uk

Telephone: 020 8847 8000

In the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to the complaints team at Lloyd's.

Contact details are as follows:

One Lime Street

Telephone: 020 8587 1060


Website: www.lloyds.com/complaints

Details of Lloyd's complaints procedures are set out in a leaflet entitled "Your Complaint - How We Can Help" available at www.lloyds.com/complaints and are also available from the above address.

If you remain dissatisfied after Lloyd's has considered your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (details of which are above)