Complaints Procedure

How to make a complaint

You can complain in whichever way suits you. Please include your name, your policy details if you have them, and what went wrong, so we can look into it quickly.

What happens next

1. We acknowledge your complaint. We will confirm we have received it within 5 business days, and tell you who is dealing with it.
2. We look into it properly. Someone who was not involved where possible reviews what happened, and we may contact you or the insurer for more information. We will keep you updated.
3. You receive our answer. We aim to send you a final response within 8 weeks. If we cannot, we will write to explain why and when you can expect it.

If you are still not happy

If you are unhappy with our final response, or we have not responded within 8 weeks, you may be able to take your complaint to the Financial Ombudsman Service. It is free and independent. You normally need to contact it within six months of our final response. Not everyone is eligible, and the Ombudsman can tell you whether it can help.

Using our complaints process does not affect your right to go to the Ombudsman or to take legal action.

Hintsure is authorised and regulated by the Financial Conduct Authority (FRN 601384).