Our complaint procedure

We always aim to provide a high standard of service to all our customers. However, we recognise that things can sometimes go wrong. When this occurs, we are committed to resolving matters promptly.

How to make a complaint

If you need to make a complaint you can contact us in one of the following ways:

  • By telephoning 0333 207 6000 between 8am-6pm Monday to Friday (excluding bank holidays) or between 9am and 1pm on Saturday
  • In writing at Footman James, Castlegate House, Castlegate Way, Dudley, West Midlands, DY1 4TA
  • By e-mail:

Where possible please include the following details:

  • Your full name and address
  • Full details of your complaint
  • Your Policy Number(s)
  • Details of what you would like us to do to put things right
  • Photocopies of any relevant paperwork
  • Daytime contact telephone number


What will happen if you make a complaint?

If we can’t resolve your complaint immediately, we will write to you within 5 days. We’ll let you know the name and contact details of the person dealing with your complaint and when you can expect a response.

The Financial Conduct Authority (FCA) allows us 8 weeks to provide a written response to your complaint but we will aim to get it resolved well before this.

We may contact you for further details. Once all the details of your complaint have been investigated, we will send you a final response to your complaint.

What if you’re not happy with our response?

Once we’ve sent you our final response, or if we haven’t been able to resolve your complaint after 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) if you are eligible.

Further details of the FOS can be obtained from

Complaints data for Towergate Underwriting Group Limited can be found here.