Complaints

We genuinely care about your feedback, positive or negative, and are always looking for ways to improve our products and services for you and for the pets that we insure.

We accept that things can occasionally go wrong and would encourage you to tell us about any concerns you may have so that we can take the necessary steps to make sure the service you receive meets your expectations in the future so if you have a concern the first step is to talk to a member of our Customer Service Team. This can be done either by calling, emailing or writing to us using the details below.

Submit your complaint online here

Telephone: 0333 003 2271

Email: complaints@insurancefactory.co.uk

Address:
Petwise Insurance
2nd Floor
5000 Lakeside
North Harbour
Western Rd
Portsmouth
PO6 3EN

We will acknowledge your complaint promptly, normally within five days unless exceptional circumstances apply. The Complaints department will investigate your complaint impartially taking into account all relevant factors and will provide you with a written response to your complaint within eight weeks.

It is expected that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied, or if you have not heard from us within 8 weeks, you can take the issue further.

The Financial Ombudsman Service

If we have given you our final response, or if you have not heard from us within 8 weeks, or if you are still not satisfied you may refer your case to the Financial Ombudsman Service (FOS)

The Ombudsman is an independent body that arbitrates on complaints about general insurance products and other financial services. It will only consider complaints after you have been provided with written confirmation that all internal complaints procedures have been exhausted.

Insurance Division

Financial Ombudsman Service

Exchange Tower

Harbour exchange square

London E14 9SR

Tel: 0300 123 9123

Fax: 020 7964 1001

Please note that you have six months from the date of the final response in which to refer your complaint to the Ombudsman. Referral to the Ombudsman will not affect your right to take legal action.