Caring for our customers

Making a complaint

It is always our intention to provide you with a high level of customer service. However, if our service ever falls below the standard you would expect, please let us know by following the procedure below: If you are dissatisfied with the service provided by insurepink, the best way to contact us is via e-mail at the address below, you may also contact us by letter.

Customer Relations Department
Conquest House,
Collington Avenue,
East Sussex, TN39 3LW

Or telephone: 0333 999 8904 our lines are open Monday to Friday from 9am to 5pm.

If you make a complaint and it cannot be resolved immediately or by the end of the next working day, we will send you a written acknowledgement, typically within five working days. This acknowledgement letter will let you know who is dealing with your concerns.

We will endeavour to resolve the matter as soon as possible. We will fully investigate your complaint using all the information available to us, and our Customer Relations Team will make every effort to address your concerns.

To ensure we deal with your complaint fully our investigations can sometimes take a little longer. If they do, we will provide you with a final response usually within four weeks or explain our position and provide timescales for responding. If our investigations take longer than four weeks we will keep you fully informed of the position until we are able to provide a final response.

  • If your complaint is against your insurer, and not insurepink in our role as your agent, you should contact your insurers in the first instance. The name and address of your insurer can be found on your policy summary
  • Should we fail to offer you a final response within eight weeks of the initial date of your complaint, or if you are not satisfied with our response, you may refer the dispute to the Financial Ombudsman at:
    Tel: 0300 123 9123

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

Further information about customer complaints

Nothing in this process will adversely affect your rights of law.