How to make a complaint

How to make a complaint

Making a complaint

It's our intention to provide a high level of service at all times.

However, if you’re unhappy with the service we’ve provided, please contact:

* Email:

* Call your Account Handler on 0345 040 7702

Or write to us at:

Unity Insurance Services 
Unit 8 The Quadrant
60 Marlborough Road
Lancing Business Park
West Sussex 
BN15 8UW 


How we’ll handle your complaint 

It’s important that we have a full understanding of your complaint, so your dedicated complaint handler may be in touch to find out some more details. 

The Financial Conduct Authority allows up to 56 days to investigate a complaint. We aim to resolve all complaints as soon as possible, but depending on how long it takes to resolve your complaint you’ll receive one of the following communications from us:

Summary Resolution Communication:

This will be issued if we have been able to resolve your complaint within 3 working days following the received date. 

Final Response Letter:

If we are unable to resolve your complaint within 3 working days, we will send you a letter acknowledging your concerns, and continue to keep you updated on our progress.

Once we’ve reviewed your complaint we will provide you with a Final Response Letter which will explain what we’ve decided to do, and why. 

How to take your complaint further 

If we haven’t been able to review your complaint within 8 weeks, or if you remain unhappy with our response, you may be able refer your complaint to the Financial Ombudsman Service – it’s free and independent. If this applies to you, we will let you know. 

If you’d like to refer your complaint, you must do so within 6 months of the date on your Summary Resolution Letter or Final Response Letter. 

You can contact the Financial Ombudsman Service at:

The Financial Ombudsman Service 
Exchange Tower 
Harbour Exchange Square 
E14 9SR 

Phone: 0800 023 4567


Further information is available on the Ombudsman’s website: