At Octagon Insurance Services, our aim is to get everything right, first time, every time. If a mistake is made we aim to
put it right quickly. To start the process of reporting a complaint all you need to do is phone, e-mail or write to the contact
Telephone: 0344 561 4615
Write to: Octagon Insurance Services
Once your complaint has been received it will be treated with the highest importance.
Within five working days we will:
Within four weeks we aim to:
We hope that our response will never exceed eight weeks but should it do so, we will explain why it has not been possible
to give you a Final Response, and let you know when we will be ready to do so. At this point we will also advise you of
your rights under the Financial Ombudsman Service.
This is a free, independent service for resolving complaints about most financial matters.*
If you’re not happy with our Final Response to your complaint, or with the reasons given for any delays beyond eight
weeks, you can contact the Financial Ombudsman Service using the details below:
Telephone: 0800 023 4567 / 0300 123 9123
Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Any complaint referred to the Financial Ombudsman Service needs to be made within six months of the date of the Final
Response. It is possible that your complaint may not be eligible for referral to the Financial Ombudsman Service. If so,
one of their staff will still be able to advise you on your options, or you might prefer to seek your own professional or legal
The European Commission has an online dispute resolution service for consumers who have a complaint about a product
or service bought online. If you choose to submit your complaint this way it will be forwarded to the Financial Ombudsman
Alternatively, you can contact the Financial Ombudsman Service directly.
Customers with a policy that started on or before 31st December 2016 can continue to use this website as usual.
Customers with a policy that renewed on or after 1st January 2017 – the details on this website will not be relevant to your policy, please see your renewal pack for further information.