Complaints

We aim to provide a high level of service to all our customers, if at any time you are dissatisfied with our service, we would like to hear from you so that we can try to put things right.

How to Make a Complaint

If you wish to make a complaint, please contact us:

Telephone:+44 (0) 20 3740 4431

Our call centre is open 7 days a week, from 8:00am to 8:00pm. Bank Holiday hours may vary.

Email: [email protected]

Post

Commercial and General Ltd
Marvan Court
1 Waldegrave Road
Teddington
TW11 8LZ

We will acknowledge your complaint promptly and investigate it fairly and impartially.

We aim to resolve complaints as quickly as possible. If we are unable to provide our final response sooner, we will send you our final response within eight weeks of receiving your complaint.

If we are not in a position to provide a final response within eight weeks, we will explain the reasons for the delay and let you know when we expect to be able to provide our final response.

If you remain dissatisfied

If you remain dissatisfied after our final response, or we fail to resolve your complaint within 8 weeks, you may have the right to refer your case to the Financial Ombudsman Service ("FOS"), an independent service in the UK for resolving disputes between consumers and financial services providers. Their service is free to use. You can find more information about FOS on their website.

Website: www.financial-ombudsman.org.uk

Telephone: 0800 023 4567 or 0300 123 9123

Email: [email protected]

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

You must contact FOS within six months of the date of our final response letter and involving them does not affect your right to take legal action.

You can download a copy of our complaints procedure here