Making a complaint

We aim to provide the highest standard of service possible. However, things can go wrong from time to time and when that happens our aim is to resolve your complaint as quickly and as fairly as possible.

If you’ve a complaint regarding any aspect of the sale of your policy either contact us or contact the person who arranged the cover for you, for example your financial adviser.

We're here to discuss your complaint 9am to 5.30pm Monday to Friday on 0345 6011 050

Alternatively, you can email us on

If you'd prefer to send your complaint in writing, our address is:

Paymentshield Ltd,
Southport Business Park,
Wight Moss Way,

Where possible, please include the following details:

  • Your full name
  • Your Address
  • Your daytime contact telephone number
  • Your policy number
  • Full details of your complaint
  • Photocopies of any relevant paperwork
  • What you’d like us to do to put things right

What’s next?

We’ll always try to resolve your complaint immediately. However in the event that we’re unable to resolve your complaint by the end of the next working day we’ll:

  • Acknowledge receipt of your complaint in writing within 5 working days
  • Provide details of the individual handling your complaint

In the event that we’re unable to send you a resolution within 4 weeks we’ll:

  • Write to you to explain why we’re yet to resolve your complaint
  • Inform you of when we’ll make further contact

In the event we’re unable to send you a resolution within 8 weeks we’ll:

  • Confirm this in writing
  • Provide a timescale within which you can expect a response

If you remain dissatisfied with our final response or if 8 weeks have elapsed since we acknowledged your complaint, you can refer your concerns to the Financial Ombudsman Service. The Financial Ombudsman provides an independent service that is free to customers. If you wish to refer your complaint then you must do so within 6 months of our final resolution letter.

We administer your insurance policy on behalf of your insurer and sometimes it may be appropriate for us to refer a complaint to them. If we do, we’ll tell you. The insurer will then write to you with their final resolution and again advise you of your right to contact the Financial Ombudsman Service if you remain dissatisfied.

Referring your complaint to the Financial Ombudsman Service

0800 0234 567 Free from a landline

0300 1239 123 Free from mobiles if you pay a monthly charge for calls to numbers starting 01 or 02

Lines are open 8am to 6pm, Monday to Friday and 9am to 1pm on Saturday.

Alternatively, you can email them on

If you'd prefer to send your complaint in writing, their address is:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

For more information about the Financial Ombudsman Service please visit

Write to us

Paymentshield Ltd,
Southport Business Park,
Wight Moss Way,

Want to Chat?

  • You can call our customer services team on 0345 601 1050
  • Monday - Friday
    8.15am - 5.45pm
    9am - 2pm
    Bank Holidays
    10am - 4pm
  • We also offer a live chat and bot service to answer any questions you may have
  • Monday - Friday
    8.30am - 5.30pm
    9am - 1pm

What our customers say

"Whatever I have needed has been sorted out there and then, within minutes"

Colin, Wisbech

"Knowledgeable, friendly and quick."

Catherine, Sothall

"Very polite, responsive and quick to help with any requests."

Fiona, Ayr

"I have always found staff very helpful, knowledgeable, and important for me, efficient."

Steve, Johnstone (Renfrewshire)

"Excellent customer service, felt valued."

Joe, Ashbourne