We are sorry to hear that you wish to make a Complaint

Unfortunately, even we make mistakes sometimes.

Although we try our best to provide an outstanding service, we recognise that somewhere along the line we fell short of your expectations. If you contact our Customer Services Team and let us know where we went wrong, we will do everything that we can to rectify the problem.

Telephone: +44 (0) 1483 562 662

How to send us a Complaint

For complaints relating to our Home Insurance products, please send complaints directly to:
Managing Director
InsuraHome C/O Voyager Insurance Services Ltd
13-21 High Street
Guildford
Surrey
GU1 3DG
Email: enquiries@voyagerins.com

If your complaint is about an existing policy, please don’t forget to include appropriate reference details so that we may get back to you as quickly as possible.

How we will deal with your Complaint

We will acknowledge your complaint within 5 business days of receipt and you will be advised of the person who will be dealing with your complaint.

We will do our best to understand your complaint and work with you to find a suitable solution.

Wherever possible, your complaint will be dealt with within 20 business days. If this is not possible, we will contact you in writing to let you know that this is the case and let you know why. We will also advise you of when we will be able to contact you with a resolution.

We will do our best to keep you updated with progress. However, if you are currently processing a complaint and would like an update, please don’t hesitate to contact the person dealing with your complaint.

What to do if your Complaint is unresolved

More information about our complaints procedure can be found on our Terms of Use page. If you are unhappy with the response that we provide to your complaint, then you may be able to escalate the matter to the Financial Ombudsman Service:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Helpline: 0300 123 9123
Swicthboard: 0207 641 000
www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.u

If you do decide to refer the matter to the Financial Ombudsman Service your legal rights will not be affected.

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