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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.

Scratch with small Patch right

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:

If your complaint is about policy administration

Write to us:

Scratch & Patch Customer Relations

PO Box 1193




Telephone: 0345 074 4819

Email: complaints@scratchandpatch.co.uk


If your complaint is about claims

Write to us:

Scratch & Patch Claims

PO Box 800




Telephone: 0330 102 6839 – select option 3

Email: claims@scratchandpatch.co.uk


Response time

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. 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

What is a final response?

This letter should clarify the final position in relation to your complaint and any actions agreed going forward

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.

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