Complaints
We're committed to ensuring that we provide you with the highest level of customer service.
If you feel that we haven't achieved this, please let us know so we can try to put things right.
Tell us about your complaint
We value your feedback and you can contact us through a way that suits you:
When making your complaint, please provide us with as much information as possible to help us to understand your concerns. Please include:
- Your name and address
- Your policy number
- Your pet's name
- Details of your complaint
Alternatively you can complete our online complaint form.
What happens when you make a complaint
We endeavor to resolve complaints within 3 working days. In the event we are unable to do so:
1) We'll write to you confirming that we have received your complaint, within 5 working days.
2) We’ll investigate your complaint thoroughly and fairly and issue a Final Response Letter within 8 weeks from receipt of your complaint. This is in accordance with guidelines laid down by the Financial Conduct Authority. However, we will endeavour to resolve your complaint as soon as possible.
3) We will contact you if we require any further information and will keep you informed of progress.
For more information, please read our Complaints Handling Process.
Animal Friends may liaise with your Insurer, Red Sands Insurance Company (Europe) Limited and may consider any relevant guidance published by the Financial Conduct Authority, the Financial Ombudsman Service and any other relevant regulatory guidance previously published to help with deciding whether or not to uphold a complaint and to ensure that you have been treated fairly.
What you can do if you're not happy with the outcome
If you are not happy with the outcome of your complaint you can ask the Financial Ombudsman Service to conduct an independent review.
The Financial Ombudsman Service exists to help resolve complaints when we have not been able to resolve your complaint to your satisfaction. The service they provide is free and impartial. Whilst we are bound by their decision you are not, contacting them will not affect your legal rights.
Here's how you can contact them:
Telephone: 0800 023 4567 (Mon - Fri: 08:00 - 20:00, Sat: 09:00 - 13:00, Sun: Closed)
Email: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk/consumer/complaints.htm
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
You can also find more information at www.financial-ombudsman.org.uk ‘Your Complaint and the Ombudsman’.
Complaints data
Every 6 months we publish the number of customer complaints we've received for the previous half year. This data can be used as an indicator of how well we're serving our customers, for comparison purposes: