Tell us if you’re not happy with our service.
We'll do our best to put things right.

We think great customer service helps make great insurance, but we know we don’t always get everything right. If things do go wrong we’ll do our best to clear things up quickly and fairly.

Here’s how we deal with complaints, how long it takes, and who to get in touch with.

Complaints data summary

To give you an idea of how many complaints we get and how quickly we deal with them, this table gives you the figures from
1 January to 30 June 2016.

That’s approximately one complaint for every 775 policies in force. And 96% of them were resolved in 8 weeks or less.

Data collected between 1 January and 30 June 2016
Complaints opened Complaints closed Complaints closed within 8 weeks (%) Complaints upheld (%)
9,766 9,867 96% 53%

Data for Allianz Insurance and the following brand names, Cornhill Direct, Your Cover, Petplan, Petplan Equine and Scottish Equestrian Insurance Services between 1 January to 30 June 2016.

How long will it take us to look into your complaint?

Within 5 days

We’ll confirm that we’ve got your complaint, and give you the name of the person who’s looking into it.

Within 4 weeks

We’ll either:

  • send you our final response to your complaint and tell you our reasons for it
  • or explain why we can’t give you a final response just yet and let you know when we can

Within 8 weeks

We’ll either:

  • send you our final response to your complaint and tell you our reasons for it
  • or explain why we still can’t give you a final response, let you know when we can, and tell you how to get in touch with the Financial Ombudsman Service if you want to

If you’re not happy

If you’re not satisfied with our final response, or with our reasons for not getting back to you sooner, you can take your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service offers a free independent complaint resolution service.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge - but you must do so within six months of the date of the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Website:
www.financial-ombudsman.org.uk

Email:
complaint.info@financial-ombudsman.org.uk

Post:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 
0800 023 4567 or 0300 123 9123

The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way it will be forwarded to the Financial Ombudsman Service.

Click here to access the Online Dispute Resolution Service. Please quote our e-mail address: customercomplaints@allianz.co.uk

Alternatively, you can contact the Financial Ombudsman Service directly.

How to get in touch

You can call, email or write to us directly.

Write to us

Allianz Motor and Home

Allianz Car and Home
2530 The Quadrant
Aztec West
Almondsbury
Bristol
BS32 4AW

Call us

Call us

We’re here 8am – 6pm Monday to Friday

0344 209 0841

Email us

Email us

Send us an email and we’ll get back to you within 5 working days

Email us

One of our complaints team will work with you by phone, email or letter to try and resolve anything you’re not happy about.