Our commitment to you

Should there ever be an occasion when you feel that we have failed to honour our promise, we will do everything possible to ensure that your complaint is dealt with quickly and fairly. The quickest way to have your complaint addressed is to follow the procedure detailed below.

How to complain

The easiest way to complain is simply to give us a call.

Depending on the nature of your complaint, please contact us on one of the telephone numbers detailed in the box below.

The member of staff receiving your call will try to resolve your complaint immediately. If they cannot, or further investigation is required, we promise to inform you of this within five business days.

In the unlikely event that your complaint has not been resolved within four weeks of its receipt, we will write and let you know the reasons why and the further action we will take.

Within eight weeks of its receipt we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.

Telephone numbers

If you have a complaint relating to a claim, please call the Claims Department, whose number can be found on your claims documentation. For all other complaints, please use one of the numbers below: 

• Motor: 0845 603 3580
• Home: 0845 603 3582
• Travel: 0800 032 7140
• Pet: 0800 032 9462 
• Breakdown: 0845 603 3581
  

E-mail us

To e-mail us regarding a complaint, please use the following links to reach the relevant department.

• Complaints relating to Car Sales and Customer Service: car.customer.relations@churchill.com
• Car claims complaints: car.claims@churchill.com
• Complaints relating to Breakdown Sales and Customer Service: breakdown.customer.relations@churchill.com
• Complaints relating to Home Sales and Customer Service: home.customer.relations@churchill.com
• Home claims complaints: home.claims@churchill.com

When sending e-mails you should not include any personal, financial or other confidential details as this method is not a secure way of supplying information.

Write to us

If you wish to write, please use the most appropriate option below to ensure your complaint is dealt with promptly:

• Claims complaints should be sent to the Regional Customer Service Manager, at the address shown on your claims documentation

• For all other complaints, please write to the Head of Sales and Customer Service at the address shown on your schedule

• If you are not a Churchill Insurance customer but would still like to make a complaint, please address it to the Head of Customer Services at:

Churchill Court
Westmoreland Road
Bromley
Kent
BR1 1DP

The Financial Ombudsman Service (FOS)

If you are unhappy with our decision, or if we do not complete our investigation within 8 weeks, you may refer your complaint to the Financial Ombudsman Service.
Please note that if you wish to refer your complaint to the FOS this must be done within 6 months of our final response letter. The address for the FOS is:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Telephone: 0845 0801 800