Our complaints process
We aim to provide a high level of service to all of our Dial Direct customers to ensure minimum complaints but occasionally things can go wrong, and when this happens we will try to do everything we can to put things right.
Whether you have car, van or home insurance policy with us, and have a compliant, we will try to get to the bottom of the issue and provide you with a satisfactory outcome as quickly as possible.
What should I do if I have a complaint?
If you have a complaint about our service or your policy, please contact us in the first instance.
We are continuing to monitor the coronavirus (COVID-19) pandemic as it develops and are ensuring that our employees and business are protected, whilst doing our very best to maintain service levels for our customers.
Here are a few ways that you can get in touch with us:
Please be advised that there there may be slightly longer waiting times than usual.
For car, van and home policies: 0344 412 2133
You will be put through to the correct customer service team and we will attempt to acknowledge your complaint as soon as possible. If this does not happen we will agree the next step with you.
Write to us:
Please don’t send us anything by post at the moment, as this service may experience some delays. Please call or email instead.
We are currently operating with reduced staff numbers which means it may take longer than usual to resolve your query. We aim to respond to you as soon as possible. Please send your complaint via email to:
Please note that emails are not a secure method of communication. Please only share personal information you have been asked for in order for us to deal with your query at this time.
Should You wish to use an alternative means of communication, We are happy on request to correspond with You by e-mail.
Please include details of your name and address, a contact telephone number, your policy or quote number and details of why you are unhappy. This will help Us to respond to you as quickly as possible. If we do not have enough information to investigate your complaint we will contact you to ask you for further details.
How will I know if you have received my complaint?
In all cases we will send a email acknowledgement of your complaint to you within 5 working days of its receipt. In our acknowledgement We will advise you of the name and job title of the person who will be dealing with your complaint.
How long will my complaint take to process?
Within four weeks of receiving your complaint we will send you either: A final response; or
A letter explaining why we are not yet in a position to resolve your complaint and advising you of when We will be contacting You again.
By the end of eight weeks after receipt of your original complaint letter we will send you:
A final response; or
A letter explaining why we are still not in a position to issue a final response and advising you of when we expect to be able to do so. At this time, if you are dissatisfied with the delay you may refer your complaint to the Financial Ombudsman Service. For more information please go to www.financial-ombudsman.org.uk.
We always try to resolve any complaint to put things right. However, if you have already contacted us and we have not resolved your complaint to your satisfaction, you may wish to use the European Commission’s Online Dispute Resolution service This is an online portal designed to help consumers who have bought goods or services online to conduct dispute resolution, in any of the official languages of the European Union, which will then be forwarded to the Financial Ombudsman Service.
For full details of our complaints handling process please see the section marked ‘Complaints procedure’ in Your main policy documentation.