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.

We’ll respond to your email within 24 hours during our operating hours.Insurance products are regulated by the Financial Services Authority and have specific compliance processes. 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 Financial Ombudsman Service once we’ve issued you with a final response.

We'll contact you within 24 hours of receiving your letter or email during office hours (Monday to Friday 9am to 5.30pm) or first thing on the next working day.