Due to the coronavirus (COVID-19) outbreak we’re putting measures in place to protect the safety of our colleagues. We’re also experiencing high volumes of calls, which means that we can’t currently provide the level of service that we would want.

If you’ve previously made a complaint and are waiting for an update please be reassured that we are working hard to resolve it, but it will take us longer than normal to get back to you with a response.

Please only contact us if it’s absolutely necessary.

We appreciate your help as we find the best ways to assist customers in these unprecedented times.

Making a complaint

Please let us know if you’re not happy with our products or service. We’ll try our best to put things right and it will help us improve our service for all our customers.

Our promise is to:

  • treat you fairly
  • try to sort things out as soon as you contact us
  • If we can’t solve the problem right away, we’ll write to let you know what we’re doing to sort it out, and keep you up to date

Making a complaint

How to make a complaint

First we need to understand what you’re unhappy about.

How to get in touch:

 By telephone Speak to a member of our Customer Service team.
Find Customer Services contact numbers 
 In writing Customer Relations
Co-op Insurance/Co-op Insurance Services
CIS Building
4th Floor
Miller Street
M60 0AL 

To help us resolve your complaint we’ll need the following information:

  • details of what you are concerned about
  • your name and address
  • your policy number
  • a daytime telephone number.

Please let us know if we need to reply in a particular format like large print, audio or Braille.

What happens next?

We’ll do everything we can to sort out the problem. We’ll write to you to acknowledge your complaint within five working days - and keep you up to date until we’ve sorted things out.

Not satisfied with our response?

If you’re still unhappy once we’ve sent you a response, or if eight weeks have passed since you first got in touch about the problem, you can take your complaint to the Financial Ombudsman Service. Find out more

About the Financial Ombudsman Service and the European Commission Online Dispute Resolution Platform

Co-op Insurance and Co-op Insurance Services are covered by the Financial Ombudsman Service who resolve individual complaints against financial services institutions in the UK.

If you contact the Financial Ombudsman Service before you have received your response, or before eight weeks has passed since you initially raised your concerns with us, they will refer you back to us to resolve your complaint. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any response issued.

Please be aware that our Guernsey based products such as our offshore accounts may not fall within the jurisdiction of the Financial Ombudsman Service.

The contact details for the Financial Ombudsman Service are:

Phone 0800 023 4567^
0300 123 9123^
In writing The Financial Ombudsman Service 
Exchange Tower
E14 9SR
Email [email protected]

Online Dispute Resolution

In addition the European Commission has set up an Online Dispute Resolution (ODR) website for consumers who are unhappy with products or services they have bought online. If this applies to you, you can submit a complaint using the ODR website. You will receive details of our Alternative Dispute Resolution (ADR) body, the Financial Ombudsman Service (FOS), along with your option to have your complaint reviewed by them. You may contact the FOS directly using the details listed above.

Alternatively, you may send your complaint to us by email: [email protected]Please note that responsibility of data security during transfer rests with the sender and not with the receiver. We cannot guarantee unencrypted email transmissions are secure or error free, and accept no liability for interception and misuse. Information on how and when to contact us can be found on our website.