Compliment or complaint, we're listening

We do what we can to get things right for all our members, and it’s always great for our team to hear about any compliments.

Similarly, if there are any instances where our service has fallen below your, and our, standards then we’re equally interested to hear from you and put things right.

How to raise a complaint with us

We aim to make sure that all aspects of your plan with us are dealt with promptly and fairly. However, if on this occasion we’ve not met your, and our, expectations then you are able to complain.

In the first instance, you can contact us by post, email or phone, using the details below.

Delighted by us?

If you want to share some good feedback with us, we’d love to hear it. Please email us or let us know by phone using your usual contact information for administration and claims.

Complain about policy administration

Write to us:

Scratch & Patch Customer Relations

PO Box 1193



Telephone: 0345 074 4819



Complain about claims

Write to us:

Scratch & Patch Claims

Davies Building

PO Box 1392



Telephone: 0330 102 6839 – select option 3


Complaint response times

Where we are unable to resolve your complaint by the end of the third working day after receipt, you can expect the following from us:

  • Acknowledgement of your complaint in writing within 5 working days of receipt. This will state who is handling the complaint.
  • If your complaint is not resolved within 4 weeks, we will issue you with a letter to update you on its progress. In some cases, complaints can take longer than 4 weeks to resolve if we have to collect information from other organisations.
  • Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. This letter should clarify the final position in relation to your complaint and any actions agreed going forward. If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and advise when you can expect a final response.  At this point you can refer your complaint to The Financial Ombudsman Service.

Taking complaints further

If, after you have received our response, you are dissatisfied you may be able to refer it up to the Financial Ombudsman Service.

You can write to them at: Financial Ombudsman Service, Exchange Tower, London, E14 9SR


More information on the Financial Ombudsman Service can be found at

Phone: 0330 123 9123 (charged at a national rate) or 0800 023 4567 (free from landlines).