We're here to
put things right
We want to resolve your complaint as quickly and fairly as possible. Here's how our complaints process works and where to go if you need help.
How we handle complaints
Contact us first
Tell us about your complaint so we can put things right. We'll aim to resolve it within 3 working days.
Formal complaint
If we can't resolve it quickly, we'll treat it as a formal complaint and investigate fully.
Our response
We'll send you our final response with our findings and the reasons for our decision.
Financial Ombudsman
If you're not satisfied, you can refer your complaint to the Financial Ombudsman Service free of charge.
How to make a complaint
You can reach our complaints team by phone, in writing or online.
By phone
Call our complaints team on 0800 123 4567. Lines are open Monday to Friday, 8:00 to 18:00 GMT. Calls may be recorded.
In writing
Write to Complaints Team, B&O Insurance, 1 B&O Tower, London EC2Y 9HN. Please include your policy number.
Online
Complete our online complaints form and we'll respond within one working day to acknowledge your complaint.
Online complaints form
If you need further help
The Financial Ombudsman Service can review your case if you're unhappy with our response.
Financial Ombudsman Service
The Financial Ombudsman Service is free, independent and impartial. You can refer your complaint at any time, though we'll aim to resolve it first.
Our commitments to you
- We'll acknowledge your complaint within 1 working day
- We'll aim to resolve it within 3 working days
- We'll keep you updated on progress
- We'll treat you fairly and with respect at all times