Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with the highest standard of service.

If you have any questions or concerns about this insurance, you should contact Direct Group in the first instance:

Scratch & Patch Customer Relations
PO Box 1193
Doncaster
DN1 9PW

Telephone: 0344 854 2072

Customer.relations@directgroup.co.uk


The full complaints procedure is shown in the complaints section of the policy.

You may have the right to refer your complaint to the Financial Ombudsman Service. Further details will be provided at the appropriate stage of the complaints process. Using our complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights.


We are also required to inform you that you can use the online European Online Dispute Resolution platform to provide details of your complaint, which we understand will then be forwarded to the Financial Ombudsman Service. Please be aware that this may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly in the first instance.

Their phone numbers are 0330 123 9123 (charged at a national rate) or 0800 023 4567 (free from landlines).

You can write to them at:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

You can send an e-mail to: complaint.info@financial-ombudsman.org.uk

Or you can log on to their website: www.financial-ombudsman.org.uk

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