How do I complain about my car insurance?

1st CENTRAL is committed to providing the best possible service. However, we realise that there may be times when we do not meet your expectations. We would like you to let us know straight away if you are unhappy with the service you have received. We will always do our best to resolve any complaint fairly.

If you wish to complain please call 0333 043 2077 (we are open Monday to Friday, 9am until 5pm).

If you would prefer to register your complaint in writing please address your letter to: Customer Relations, First Central Insurance Management Limited, Central House, 25-27 Perrymount Road, Haywards Heath, RH16 3TP.

We will always try to resolve your complaint straight away by telephone however if circumstances require further investigation (e.g. listening to recorded calls or awaiting additional information from our partners), we will need more time. In such circumstances we will write to you to confirm receipt of your complaint and provide you with the name of the person dealing with your complaint.

We will write to you with our final response within 8 weeks from the receipt of your complaint, which is in line with the guidelines set by our regulator the Financial Conduct Authority.  In the unlikely event that we have not finished investigating your complaint eight weeks after we received it, we will send you an email confirming why we have been unable to reach a decision, indicate when you can expect our final response and provide you with the details for the Financial Ombudsman Service (FOS).

FOS is an independent arbitration service provided free to customers. Should you be dissatisfied with our final response, you may contact the FOS with the details within six months, using the contact details below: -

Financial Ombudsman Service

Exchange Tower

London, E14 9SR

Telephone: 0800 023 4567 or 0300 1239123



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