We've put together answers to the questions our customers regularly ask us – and then added some you might never have thought of! If you can’t find the answer you are looking for here, please contact us using the details below.
We are here to help with your enquiry from Monday to Thursday: 08:45 to 17:30 and Friday 08:45 to 17:00 on 0333 207 9283.
You can also request a callback and we'll call you as soon as one of our team is available.
0333 207 9283
Email us direct
You may want to drop us an email so we’ve included our most popular inboxes below:
Third Party Intermediary (TPI) or Broker?:
Our customer services team are on hand, Monday to Thursday 08:45 to 17:30 and Friday 08:45 to 17:00 to answer any questions you have.
Request a call back and one of our friendly advisers will be in touch, we will arrange to ring you back at your preferred time.
Write to us
Why not write to us? You’ll find us at:
PO Box 4998,
Complaints or Compliments?
Passing on compliment
If you've had a good experience with us we'd really like to know so that we can thank the team member involved and continue to improve our services.
Unhappy with our service?
We try to get everything right first time but appreciate this isn’t always the case. If you’re unhappy with any element of our service, please talk to us and we’ll do what we can to resolve your concerns as quickly as possible. Contact us on 0333 207 9283 or email firstname.lastname@example.org
For customers in Scotland
If you remain dissatisfied, you can ask the Scottish Public Services Ombudsman (SPSO) to look at your complaint. The SPSO is the final stage for complaints about public services in Scotland. The SPSO cannot normally look at complaints:
- where you have not gone all the way through the organisation’s complaints handling procedure
- more than 12 months after you became aware of the matter you want to complain about, or
- that have been or are being considered in court
You can contact the SPSO
99 McDonald Road
Freepost SPSO (you don’t need to use a stamp)
Freephone: 0800 377 7330