How to make a complaint

First, can we help?

We can often resolve your concerns right away, so please as a first step contact us via our web chat.

Web chat is available Mon – Fri  9am – 5pm.

If you would like to
make a complaint

Please ensure you provide the following information in your complaint (how to send the complaint is in the next section):

  • Your personal details
  • Your policy/claim details
  • What has gone wrong
  • What you want us to do to put things right

If your complaint relates to the activity of another company (for example an insurer), we will pass details of your complaint to them, and let you know where your complaint has been redirected to.

Send your compaint to

If your complaint is about a claim:

  • Email: complaints@havenclaims.co.uk
  • Post: Haven Claims Complaints, Suite 2a Second Floor, 160 London Road, Sevenoaks, Kent, TN13 1BT

OR

If your complaint is about a policy:

  • Email: complaints@brieflycover.co.uk
  • Post: Acorn Complaints Department, The Lighthouse, 98 Liverpool Road, Formby, Liverpool, L37 6BS

NOTE

For claims handled by other insurers, please refer to your policy documentation for their contact details.

How will my complaint be handled?

We will conduct a full investigation into your complaint, giving it careful consideration and ensuring it is handled fairly.

We strive to resolve all complaints on receipt.

If we are unable to resolve your complaint within three business days, we will:

  • Send you an acknowledgement letter within five business days of us receiving your complaint;
  • Conduct a thorough investigation;
  • Keep you updated on the progress of your complaint; and
  • Write to you with our findings and final response within 8 weeks of receiving your complaint.

In complex cases we may need to spend a little longer investigating your complaint and may require more than 8 weeks, if this is the case we will keep you updated and let you know when we expect to be able to give you our findings and final response.

Financial Ombudsman service

We will do everything we can to resolve your complaint internally; however, if you are still unhappy with our response to your complaint, or we have not resolved it within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service offers a free independent service to help with financial services complaints.

If you want the Financial Ombudsman Service to investigate your complaint, you must refer it to them within six months of the date of our response.

You can contact them at:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0800 023 4567

Monday – Friday: 8am – 8pm
Saturday: 9am – 1pm

or

Email: complaint.info@financial-ombudsman.org.uk

Further information regarding the Financial Ombudsman Service is available at www.financial-ombudsman.org.uk