How to Complain
Our commitment to you
We are committed to going the extra mile for our customers. If you believe that we have not delivered the service you expected, we want to hear from you so that we can try to put things right. We take all complaints seriously and following the steps below will help us understand your concerns and give you a fair response. We initially aim to resolve your complaint within three business days after the date we receive it.
How to make a complaint
If you are unhappy with any element of the cover we provide or any aspect of our service or have a cause for complaint, please, in the first instance, contact Cycleplan.
Call: (Mon-Fri, 9am-5:30pm)
If you are unhappy with our response, you can then escalate your complaint. Please refer to the Complaints section of your Policy Booklet for further information.
If you are still unhappy with the response
If you are still unhappy after their review, or you have not received a written offer of resolution within 8 weeks of the date we received your complaint, you may be eligible to refer your case to the Financial Ombudsman Service (FOS). The FOS is an independent body that arbitrates on complaints.
The FOS can be contacted at:
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
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, however, the FOS will not adjudicate on any case where litigation has commenced.
Online Dispute Resolution Platform
Alternatively you can also submit your complaint via the Online Dispute Resolution Platform which we understand will be forwarded to the Financial Ombudsman Service: