Complaints & Feedback
We’re always looking for ways to improve our customer service. If you’ve had a less than satisfactory experience, then we’d like to hear about it. Please use one of the options below.
If you have had an issue or excellent service with your insurance we would love to hear about it.
Fill out the form below, if the problem involved a member of our call centre team, if you could either provide the name of the representative or the time the call was made and the number you called on that will help us trace the call and see what happened during the phone call. You can also call or email us directly on 0330 041 7000 or complaints@insurancefactory.co.uk
Fill out the form below
Important: we hope to resolve complaints with 24 hours of receiving them. However it can take longer.
Our complaints process
Step 1
Hide ProcessYou can call 0330 041 7000 or email us at complaints@insurancefactory.co.uk to raise any concerns you have with us.
Step 2
View ProcessWe will acknowledge receipt of your concerns within 5 working days by email or post
Step 3
View ProcessWe aim to respond within 4 weeks of you raising their complaint. If for whatever reason this is not possible, we will write to you by email or post to let you know. This allows us a further 4 weeks to complete our investigations.
