If you have any questions or concerns about your policy or the handling of a claim you should, in the first instance, contact the Insurance Broker who arranged this insurance.

If you remain dissatisfied and wish to make a complaint you can do so at any time by referring the matter to Thistle Underwriting at the address shown below.

Please ensure that you provide details of your insurance policy and your insurance policy number to help us deal with your complaint efficiently and promptly.

Thistle Underwriting
St. David’s Court
Union Street

Tel: 01902 714 000

E-mail: complaintsoffice@thistleunderwriting.co.uk

If you have a complaint about any insurance policy purchased online the European Union has launched the European Online Dispute Resolution platform (ODR). If a dispute arises the website helps you to escalate your complaint to a local dispute resolution service to solve the problem.

Use of the service is free and the process is handled totally online. To access the ODR platform please use the following address http://ec.europa.eu/odr

If you remain dissatisfied following receipt of the final response you may have the right to refer your complaint to the Financial Ombudsman Service. The address is:

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

Tel: 0800 023 4567

Website: www.financial-ombudsman.org.uk

Please note that not all Businesses are eligible for the services of the Financial Ombudsman Service please refer to them for specific information. The Insurer and Thistle Underwriting are covered by the Financial Services Compensation Scheme (FSCS). This means that you may be entitled to receive compensation if we or the Insurer cannot meet our financial obligations. Further information about compensation schemes arrangements is available from the FSCS:

Financial Services Compensation Scheme (FSCS)
10th Floor
Beaufort House
15 St Botolph Street

Tel: 0207 741 4100 or 0800 678 1100

Website: www.fscs.org.uk

If you take any of the actions mentioned above it will not affect your right to take legal action.