How can we help?
Van Insurance complaints
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
Churchill Van Insurance policies are underwritten by U K Insurance Limited, which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number 202810. New Churchill Van Insurance policies taken out on or after 18 March 2014 are underwritten by U K Insurance Limited and are arranged and administered by Brightside Insurance Services Ltd which is authorised and regulated by the Financial Conduct Authority. Registration Number 302216. The Financial Services Register can be accessed through www.fca.org.uk.