How do I complain about my insurance?
1st Central is committed to providing you with the best possible service, however, we realise there may be times when we do not meet your expectations. If you’d like to talk to us about a general query, you can call is on 0333 043 2085. - Alternatively, you can speak to one of our highly trained Customer Service specialists, who will be happy to help. They are available: Mon – Fri: 8am-8pm Saturday: 9am-5pm Sunday: 10am-2pm They can be reached directly on 0333 043 2077 Or via email on customer.relations@1stcentral.co.uk
You can also write to us at:
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 Email: complaint.info@financial-ombudsman.org.uk