Car Insurance Frequently Asked Questions
Making a complaint
Frequently Asked Questions
What if I'm not happy with my car insurance?
We’re sorry if you’re unhappy – please get in touch with us as soon as you can so we can put this right for you. You can either contact us, email or write to:
Freepost Sainsbury’s Bank Insurance
PO Box 4996
Worthing
BN11 9AT
When using our email address, please remember to include your full name, address, date of birth and policy number so we can manage your complaint without any delay.
Please do not include any other personal information.
This email address should be used for car insurance complaints only. To keep your information safe, please don’t send us any other personal information. When using our email address please note this is just for car insurance complaints, so please refer to our FAQs if you have other queries. To help us deal with your complaint quickly, please provide us with a clear explanation of what has happened and what we can do to help you.
How we handle complaints
If we can’t sort the problem out when you call, we’ll pass it to a member of the Complaints team to look in to for you. You’ll hear from us within four working days with their details and a leaflet with details of our complaints procedure.
Once they have everything they need, they’ll write to you with details of what they’ve found out or done to put things right. If they haven’t been able to get to the bottom of your complaint within four weeks, they’ll write to let you know why, and when you can expect a full response or decision.
Taking it further
If you’re still unhappy after you have their answer, you can get in touch with our Customer Relations Manager at the relevant address above. They’ll review your complaint and send you our final decision in writing.
Getting in touch with the Ombudsman
If we haven’t handled your complaint within eight weeks or given you an answer you’re happy with, you can refer your complaint to the Financial Ombudsman Service at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0845 080 1800
The Financial Ombudsman Service can handle most complaints but there are some they won’t be able to deal with.
The Ombudsman's decision is final for us, but you can reject it without affecting your legal rights.