Churchill Insurance is committed to providing the highest standard of service to our customers. However, if you need to complain, we'll do everything possible to ensure your complaint is dealt with fairly and as quickly as possible.

The information provided here will show you how to:

• Make a complaint
• Contact the right person
• Take further action if you're unhappy with the outcome

How to complain

The easiest way to complain is to simply pick up the phone and speak to Brightside, who handle our van insurance policies.

Depending on the nature of your complaint, get in touch on one of the telephone numbers below.

The person taking your call will try to resolve your complaint immediately. If they can't, or further investigation is required, Brightside will let you know within five business days.

If your complaint isn't resolved within four weeks, they'll write and let you know the reasons why and what further action they'll take.

Within eight weeks of receiving your complaint, Brightside will either issue you with a final response letter outlining the outcome of their investigation and their decision, or a letter confirming when they think the investigation will be completed.

Telephone numbers

Complaint about your policy
Call the customer service department on 0800 051 0553

Lines are open:
Monday to Friday - 9am to 6pm (Bank Holidays 10am to 4pm)
Saturday - 9am to 1pm
Sunday - Closed

Complaint about a claim
Call the claims department on 0345 607 1626

Lines are open:
24 hours a day, 365 days a year

The Financial Ombudsman Service

If you are unhappy with the decision, or if the investigation isn't completed within 8 weeks, you may refer your complaint to the Financial Ombudsman Service.

Please note that if you want to refer your complaint to the FOS, you must do it within 6 months of our final response letter.

How to contact them:

Email: complaint.info@financial-ombudsman.org.uk

Telephone: 0300 123 9123 or 0800 023 4567 (Abroad: +44 20 7964 0500)

Post:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Unacceptable behaviour policy

At Churchill, we aim to provide exceptional service for our customers.

We're dedicated to building an inclusive environment and believe that everyone should be treated with respect and dignity. Nobody should be subjected to abuse, threats, discrimination or any other form of unacceptable behaviour.

While we recognise that customers may be stressed, upset or frustrated when they contact us, we will not tolerate unacceptable behaviour towards our staff.

Examples of unacceptable behaviour include, but are not limited to:

• Making threats towards our staff or business
• Behaving in a harassing or discriminatory way towards our staff
• Making abusive or offensive comments
• Using inappropriate or offensive language
• Making racist, sexist, homophobic or other discriminatory remarks
• Demanding a response or action within an unreasonable timeframe
• Insisting on speaking to a particular member of staff when that is not possible or appropriate
• Making unreasonable or excessive demands on the time and resources of our staff

How we manage unacceptable behaviour:

Before we make any decisions under this policy, we will conduct a thorough review of the situation and always consider the individual circumstances.

If we decide the behaviour is unacceptable, we will take action which may include, but is not limited to:

• Letting the customer know about our concerns
• Restricting how the customer can contact us
• Notifying the relevant public authorities and/or taking legal action

Making a complaint

If you're a customer and feel we haven't met your expectations, please contact us using the steps at the top of this page.