How to make a complaint

First, can we help?

We can often resolve your concerns right away. As a first step, please contact us via our webchat.

Web chat

Monday to Saturday 9am – 5:30pm

If you would like to make a complaint

Please ensure you provide the following information in your complaint:

  • Your personal details
  • Your policy/claim details
  • What has gone wrong
  • What you want us to do to put things right

Where to send your complaint to

If your complaint is about a policy:

Email: [email protected]
Post: Acorn Complaints Department, The Lighthouse, 98 Liverpool Road, Formby, Liverpool, L37 6BS

If your complaint is about a claim:

Email: [email protected]
Post: Acorn Claims, PO Box 681, Sevenoaks, TN13 9YA

For claims handled by other insurers, please refer to your policy documentation for their contact details.

How will your complaint be handled

We will conduct a full investigation into your complaint, giving it careful consideration and ensuring it is handled fairly.

We strive to resolve all complaints on receipt.

If we are unable to resolve your complaint within three business days, we will:

  • Send you an acknowledgement letter within five business days of us receiving your complaint;
  • Conduct a thorough investigation;
  • Keep you updated on the progress of your complaint; and
  • Write to you with our findings and final response within 8 weeks of receiving your complaint.

In complex cases we may need to spend a little longer investigating your complaint and may require more than 8 weeks, if this is the case we will keep you updated and let you know when we expect to be able to give you our findings and final response.

Financial Ombudsman Service

We will do everything we can to resolve your complaint internally; however, if you are still unhappy with our response to your complaint, or we have not resolved it within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service offers a free independent service to help with financial services complaints.

If you want the Financial Ombudsman Service to investigate your complaint, you must refer it to them within six months of the date of our response.

You can submit a complaint through their “Make a complaint” form, or alternatively contact them at:

The Financial Ombudsman Service

Exchange Tower
London
E14 9SR

Tel: 0800 023 4567

Monday – Friday: 8am – 5pm

 

Email: [email protected]

Further information regarding the Financial Ombudsman Service is available at www.financial-ombudsman.org.uk