How do I make a complaint?
The first step in making a complaint is to get in touch with our Live Chat team, and every effort will be made to sort things out for you within 3 working days.
We'll do our best to resolve things at the earliest possible stage. However, if this can't be achieved within 3 working days, your complaint will be passed on to our Customer Relations team, who act with the full authority of our Chief Executive. Once their investigations are complete, a final decision will be sent to you in writing. Their email address is firstname.lastname@example.org or you can write to; Customer Relations Department, esure, The Equinox, 19 Cadogan Street, G2 6QQ
If you're still unhappy following step one or step two, or on the rare occasion a final decision letter hasn't been sent to you within 8 weeks, you can approach the Financial Ombudsman Service. They're an independent body who have been set up to resolve disputes between customers and financial companies, including insurers. You can contact them on 0300 1239 123 or 0800 0234 567, email email@example.com or write to The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR.