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Making a complaint

At John Lewis Insurance, we’re committed to providing outstanding customer service. But we know that things can go wrong and there may be times when you feel we haven’t given you the service you expect.

If you’re unhappy with the products or services you’ve received or you’ve got a problem you’d like us to sort out, let us know so we can put things right. Here’s how you can make a complaint.

  • Get in touch with the appropriate customer service team: the team working with the product or service you’re having problems with are best able to sort out any difficulties for you. Just select the product that you want to discuss,

If you contact us by email, we’ll respond within 24 hours during our operating hours. 

Contact our Home Insurance customer service team

These are the contact details for policy numbers starting 'J' or 'H'.

Call us

  • For service complaints: 0845 078 7560
  • For claims complaints: 0845 078 3838
  • For Home Assistance complaints: 0845 078 7599

Write to us 

  • For service and claims complaints: 

John Lewis Home Insurance
Customer Relations Team
PO Box 255
Wymondham
NR14 8DP

Please include your claims reference number or Policy Number on all correspondence. 

Contact our Specialist Home Insurance customer service team

Call us

  • For service complaints: 0800 916 6880
  • For claims complaints: 0800 916 6890

Write to us

  • For service and claims complaints:

John Lewis Specialist Home Insurance
50 Kings Hill
Avenue Kings Hill
West Malling
Kent
ME19 4JX

Contact our Car Insurance customer service team

Call us

  • For service complaints: 0845 610 0355
  • For claims complaints: 0845 610 0360

Write to us

  • For service and claims complaints:

John Lewis Car Insurance
Prospect House
Gordon Banks Drive
Stoke on Trent
ST4 4TW

Contact our Pet Insurance customer service team

Call us

  • For service complaints: 0845 078 7550
  • For claims complaints: 0845 078 7585

Write to us

  • For service and claims complaints:

John Lewis Pet Insurance
Customer Relations Team
PO Box 255
Wymondham
NR14 8DP

Please include your claims reference number or Policy Number on all correspondence.

Contact our Travel Insurance customer service team

Call us

  • For service complaints: 0845 111 0030
  • For claims complaints: 0845 123 1160

Write to us

  • For service complaints:

John Lewis Travel Insurance
Prospect House
Gordon Banks Drive
Stoke on Trent
ST4 4TW

  • For claims complaints:

John Lewis Travel Insurance
Ageas House
Tollgate
Eastleigh
Hampshire
SO53 37A

Contact our Wedding Insurance customer service team

Call us

  • For service complaints: 0845 078 7527
  • For claims complaints: 0845 078 7598

Write to us

  • For service and claims complaints:

John Lewis Wedding Insurance
Customer Relations Team
PO Box 255
Wymondham
NR14 8DP

Please include your claims reference number or Policy Number on all correspondence.

Contact our Event Insurance customer service team

Call us

  • For service complaints: 0845 078 7527
  • For claims complaints: 0845 078 7598

Write to us

  • For service and claims complaints write to us at:

John Lewis Event Insurance
Customer Relations Team
Wymondham
NR14 8DP

Please include your claims reference number or Policy Number on all correspondence.

Life Cover

Contact our Life Cover customer service team

Call us

  • For service and claims complaints: 0845 602 9199 (open 8.30am-6pm Monday to Friday)

Calls may be recorded and may be monitored.

Write to us

  • For claims complaints:

The Claims Department
Friends Life
PO Box 1550
Salisbury
SP1 2TW 

  • For service complaints:

Customer Relations Manager
Friends Life
PO Box 1550
Salisbury
SP1 2TW

Contact our Life Cover customer service team

Call us

  • For service and claims complaints: 0845 600 3122 (open 9am-5pm Monday to Friday)

Calls may be recorded and may be monitored.

Write to us

  • For claims complaints:

The Claims Department
Friends Life Individual Protection
PO Box 569
Friends Life Centre
Bristol
BS34 9FE

  • For service complaints:

Customer Relations Manager
Friends Life Individual Protection
PO Box 569
Friends Life Centre
Bristol
BS34 9FE

To escalate your complaint further

The Financial Ombudsman Service (FOS)

We’ll always do all we can to resolve your difficulties, but if you feel you’ve been unfairly treated, you have the right to present your concerns to the FOS once we’ve issued you with a final response. The FOS is an independent body that arbitrates on complaints about general insurance products. You have six months from the date of our final response to refer your complaint to the FOS. This does not affect your right to take legal action.

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 0300 123 9123 or 0800 023 4567

Fax: 020 7964 1001

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