How can we help you?

Our intention is to deliver great customer service, but we know sometimes things can go wrong. If your experience with us hasn’t been what you’d expected, please let us know, as we’d really like to put it right. 

Tell us what’s wrong

There may already be a solution to your query available through our FAQ's, alternatively please find the best way to make a complaint for you below: 

speaking to a family member

Online chat

Get a quick response to any initial queries you have, open 8.30am-5.30pm Monday to Friday, and 9am - 2pm on Saturdays
Get in touch call us

Call us

Talk through more in-depth answers when you need more detail about your policy, from 8.15am-5.45pm Monday to Friday, and 9am - 2pm on Saturdays
adviser FAqs

Policyholder FAQs

Your query might already be answered in our frequently asked questions section

You can also write to us at our address - Paymentshield Ltd, Southport Business Park, Wight Moss Way, Southport, PR8 4HQ.

You’ll need to tell us your:

  • Personal details
  • Policy number/customer number (if known)
  • What's gone wrong
  • What you want us to do to put things right
If we’re not able to help and you still want to make a complaint, please fill in this form and we’ll get back to you promptly: 

Contact the Financial Ombudsman Service

If you don’t feel we have resolved your complaint fairly you may be able to ask The Financial Ombudsman Service to carry out an independent review of your complaint. It is a free, fair and easy-to-use service that settles complaints between consumers and businesses that provide financial services 

You have the right to ask them to review your complaint if we’ve been unable to resolve it within 8 weeks or within six months of receiving our final response to your complaint.

The Financial Ombudsman Service
 Exchange Tower
 E14 9SR

0800 023 4567

You can also visit their website at where you will find further information.