Complaints
At Everywhen, we're committed to continually improving the experience we offer our customers. If you have a complaint, we genuinely want to hear from you — it helps us understand what went wrong in your individual case and gives us the opportunity to make things right, both now and in the future.
View a summary of our complaints data
Collective complaints data covering all firms is published by both the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).
How to complain
There are a few things we'll need from you to find out about the current status of your policy/claim:
Your policy number or client reference number. This is the most important of all as it will help us to find your details easily and where possible understand how best to rectify the situation.
Details of what went wrong. Please give us as much detail as possible. Where necessary please include the dates of your interactions with us and key events which are relevant to your complaint.
How can we contact you? Just in case we need to speak to you further, please include some contact details and a preferred method of contact (e.g. phone or email).
How to contact us
The easiest way to complain is to complete the form below. Everywhen has expert teams across the country who each deal in specific insurance products, please provide as much detail as possible so we can get you to the right team quickly.
The member of staff receiving your complaint, will aim to resolve your concerns within three business days, following receipt of your complaint. A written summary resolution communication will be provided to you if the complaint is resolved to your satisfaction. If they cannot resolve it in this timeframe, or further investigation is required, we promise to inform you of this within five business days.
In the unlikely event that your complaint has not been resolved within four weeks of its receipt, we will contact you and let you know the reasons why and the further action we will take.
Within eight weeks of its receipt we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.
Lloyd’s policy holders
If your insurance is provided by Underwriters at Lloyd’s, and you are unhappy with our response, you may be entitled to refer the matter to the complaints team at Lloyd’s. Lloyd's will investigate the matter and provide a final response. Full details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints.
Raise a complaint
The Financial Ombudsman Service (FOS)
If you are unhappy with our decision (or one provided by Lloyd’s where applicable), or if we do not complete our investigation within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service.
The FOS is an independent service for settling disputes between businesses providing financial services and their customers. This service is free to customers.
Please note that if you wish to refer your complaint to the FOS this must be done within 6 months of our final response letter.
The FOS contact details are:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Helplines: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk