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 don't meet your expectations. We'd like you to let us know straight away if you're unhappy with the service you've received. We'll always do our best to resolve any complaint fairly.
If you wish to complain please call 0333 043 2077 or contact us via email at: customer.relations@1stcentral.co.uk, (we're open Monday to Friday, 9am - 5pm).
If you'd prefer to register your complaint in writing please address your letter to: Customer Relations, First Central Insurance Management Limited, Capital House, 1-5 Perrymount Road, Haywards Heath, RH16 3SY.
We'll 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'll need more time. In such circumstances, we'll write to you to confirm receipt of your complaint.
We'll write to you with our final response within eight 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 haven't finished investigating your complaint eight weeks after we received it, we'll send you an email confirming why we've 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