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The Green Insurer Complaints Policy

Complaints process

If you wish to make a complaint, you can do so verbally over the phone, or in writing by email, letter or online chat.

We are always sorry to receive any complaints and look to do our best to resolve them as quickly and fairly as we can. You can talk to us at any time about a complaint. We often find the quickest and best way to resolve a complaint is by talking to you.

We will acknowledge your complaint as soon as it is received and at least within 3-working days of receiving it.

If we are able to, we will resolve your complaint verbally within 3 days. If we are not able to do this, we will send you a letter to tell you that we need more time to investigate it further.

We aim to provide a full written response within 8 weeks.

Some highly complex complaints may need longer than 8 weeks. If this is the case, we will write to you advising this and endeavour to send you our final resolution letter/email as quickly as possible.

If you are unhappy with our resolution, you are entitled to escalate our decision to the Financial Ombudsman Services once you receive our final response letter/email. This must be done no later than 6 months after the you receive our final resolution letter/email.

How to complain

To make a general complaint about your policy or our service, please email complaints@thegreeninsurer.com, call us on 01727 222 777, use our live chat feature or write to The Green Insurer, 2 Adelaide Street, St Albans, AL3 5BH.

Please provide as much information as possible including:

  • First name.
  • Surname.
  • Reg number.
  • Policy number (if known).
  • DOB.
  • Postcode.
  • Email.
  • Contact number.

Financial Ombudsman Service contact information

The Financial Ombudsman Service,
Exchange Tower
E14 9SR

Telephone: 0300 123 9123.

Website: www.financial-ombudsman.org.uk.

Email: Complaint.info@financial-ombudsman.org.uk.

The Financial Ombudsman Service will consider your complaint impartially and we are bound by their decision.