Complaints
We know that sometimes things go wrong and here at The Co-operative Insurance we really value your feedback. Letting us know when you are not happy with our products or service, provides us with the opportunity to put it right as quickly as possible and helps us to improve our service for all our customers.
Our promise is to:
- treat your complaint fairly and promptly
- try to resolve complaints straight away, when you first contact us
- respond to you by phone if possible, and in writing once our investigations are complete if we have not been able to resolve your query when you first contact us
- keep you informed of our progress.
How to make a complaint with The Co-operative Insurance
Please write to:
Customer Feedback
The Co-operative Insurance
Miller Street
Manchester
M60 0AL
Alternatively you can contact our Customer Contact Centre line on 08457 46 46 46 for Insurance complaints or 0845 999 8888 for Claims complaints.
Lines are open Monday to Friday 8am to 8pm, Saturday 8am to 5pm.
If you need your response to be sent in large print or Braille – please let us know.
Not satisfied with our response?
We’ll do our best to resolve your complaint, but if after receiving our response you feel that there is further information we should consider, let us know. Your complaint will be reinvestigated and we’ll provide you with our final response containing the outcome of the investigation. This is normally provided within eight weeks of when you first raise your concerns with us.
Still not satisfied with our response?
We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied after you have been provided with our final response or if eight weeks have passed since you first raised the matter with us, you have the option to refer the matter to the Financial Ombudsman Service,
find out more.
Complaints reporting
All complaints that we aren’t able to resolve by the end of the next working day are recorded. Every six months we will report a summary of this data and publish it onto The Co-operative Banking Group's website.
Calls may be monitored or recorded for security and training purposes. Calls to 0845 numbers will cost no more than 4p per minute for BT customers. Call charges from other companies may vary and you may want to check this with your service provider.
