If you are disappointed with any aspect of the handling of your insurance, we encourage you to seek resolution by contacting the relevant Customer Services Team:

 

If your complaint is regarding:	Write to us at:	Phone: (Calls may be recorded).
A claim	Norwich Union PO Box 10029 Dundee DD2 1XH	0870 908 3502
A Breakdown	Customer Care Department RAC House Brockhurst Cresent Walsall WS5 4QZ	0800 731 1104 (for UK related complaints)    0800 107 5861  (for European related complaints)
Legal Assistance	RAC Legal Services Great Park Road Bradley Stoke Bristol BS32 4QM	01454 209 200
Other	Daimler Insurance Services Burystead Court Caldecotte Lake Drive Milton Keynes MK7 8ND	0845 600 1077

 

Please provide your policy number or claim number in any correspondence. If you are dissatisfied with Norwich Union's final decision (from the Chief Executive Officer), you can refer the matter to the Financial Ombudsman Service (FOS). Full contact details of both Norwich Union's Chief Executive and the FOS will be provided when we write in response to your complaint.

Please note that the FOS will only consider your complaint if you have given us the opportunity to resolve it and you are a private policyholder. If, however, we do not resolve your complaint within 40 working days, the FOS will accept a direct referral. Whilst we are bound by the decision of the FOS, you are not. Following the complaints procedure does not affect your right to take legal action. For our joint protection telephone calls may be recorded and/or monitored.

 

 

FINANCIAL SERVICES COMPENSATION SCHEME 

 

Our obligations are covered by the Financial Services Compensation Scheme (FSCS).
If we are unable to meet our obligations, you could be entitled to compensation from this scheme, depending on the type of insurance and the circumstances at the time.

For cover required by the Road Traffic Acts, you would be covered in full for any claim; for any other type of claim, you would be covered for all of the first £2,000 and 90% of the remainder; in each case, without any upper limit.