Crufts Pet Insurance
How to complain
How to make a complaint
We take complaints seriously and want to hear from you if you are not completely happy with the service you have been provided with so we can try and address your concerns. If you wish to make a complaint you can contact us by any means using the details below.
What you need
To make sure your complaint or feedback is dealt with as efficiently as possible, it's handy if you have:
- Your full name and address
- Policy number
- Email address
- Details of your complaint
- Preferred contact method
Contact details
You can contact us using any of the details below, If you are able to contact us by telephone we will try to resolve your complaint straight away:
Customer services:
Claims:
Open hours are Monday to Friday 9am to 6pm
Email us: info@cruftspetinsurance.co.uk
Post: Complaints, Crufts Pet Insurance, PO Box 506, Manchester, M28 8EN
Complaint form
You do not need to use this form to make a complaint, but it helps us investigate and respond more efficiently.
Other ways in which you can complain is:
- By calling 03330 308297
- By emailing info@cruftspetinsurance.co.uk
- In writing to Complaints, Crufts Pet Insurance, PO Box 506, Manchester, M28 8EN
What happens next?
If your complaint cannot be resolved within three business days we will:
- 1
Formally confirm receipt
Acknowledge your complaint promptly by email or post.
- 2
Investigate
Investigate your complaint thoroughly and as quickly as possible.
- 3
Keep you informed
Keep you informed of the progress of your complaint within 4 weeks of receiving it, if it hasn’t already been resolved
- 4
Send your final response letter
Provide you with a final response letter confirming our investigation and conclusion in no later than 8 weeks of receiving your complaint.
Still unhappy?
If your complaint is not handled and resolved within eight weeks, or you are unhappy with the outcome, you can contact the Financial Ombudsman Service.
The Financial Ombudsman
If you still remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.
Telephone: 0300 123 9 123 or 0800 023 4567 (Mon - Fri: 08:00 - 20:00, Sat: 09:00 - 13:00, Sun: Closed)
Email: complaint.info@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk/consumers/how-to-complain
Post: The Financial Ombudsman Service, Insurance Division, Exchange Tower, London E14 9SR.
You can also find more information at www.financial-ombudsman.org.uk
The Information Commission's Office
If you remain dissatisfied with the way in which we have handled the collection, and use of your personal information, you have the right to refer your complaint to the Information Commission.
Telephone: 03031 231 113
Website: https://ico.org.uk/make-a-complaint/
Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Looking to contact us about something else?
Want to get in touch?
If you're looking to get in touch with us, our contact page gives you everything you need, including:
- Contact details for new policies, cancellations and renewals
- Contact details for existing policies and claims
- How to write to us
Want to make a claim?
Here you'll find out everything you need to know about claims, including:
- How to make a claim
- What information and proof you'll need to give
- Information about claiming for different conditions and excess