Have a complaint?

We strive to provide excellent customer service, but we understand that sometimes things can go wrong. If you have any complaints about Assura Protect or the service you have received, please let us know.

How to contact us about a complaint:

To make a complaint you can contact our Complaints team via email complaints@assuraprotect.com with a broad outline of the nature of your complaint.

Alternatively, you may put your complaint in writing to:

Complaints Team
Assura Protect
First Floor
86 Gloucester Place
London
United Kingdom
W1U 6HP

Or you can make your complaint by phone: 0330 010 0210

Our Complaints team are available 09:30 – 17:30 Monday – Friday except Bank Holidays

When submitting your complaint, please include the following information:

Your contact details
Your policy details
A description of your complaint

How We Handle Complaints

We strive to resolve issues as soon as we become aware of them, promptly assigning them to our complaint’s handler for review.

Your complaint will be thoroughly investigated and addressed in a timely manner.

We ensure impartiality throughout the process.

You will be kept informed about the progress and outcome of your complaint.

What to do if you’re not happy with the outcome

If we haven’t issued our ‘final response’ within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review.

The Financial Ombudsman Service may only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help.