Complaints

At all times we are committed to providing you with the highest standard of service, however if you wish to make a complaint please follow our complaints process.

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Exotic & horse complaints

Please refer the matter in the first instance to British Pet Insurance Services.

Please note: You must refer your complaint to the Financial Ombudsman Service within six (6) months of the date of our final response. The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at: www.financial-ombudsman.org.uk

If you have bought a product or service online, you can also make a complaint via the European Commission’s online dispute resolution (ODR) platform. The ODR platform will redirect Your complaint to the appropriate alternative dispute resolution body. For further details visit http://ec.europa.eu/odr

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Professional pet business complaints

If you have an enquiry or complaint arising from your policy, please contact Petcover EU Limited trading as British Pet Insurance Services. If we are unable to resolve your complaint or it is regarding the terms and conditions of the policy, we will refer it to U K Insurance Limited.

If your complaint is still outstanding you can write to U K Insurance Limited at the following address, quoting your policy number and including the name of your broker, Petcover EU Limited trading as British Pet Insurance Services.

  • Address: The Chief Executive, Churchill Court, Westmoreland Road, Bromley BR1 1DP

Once you receive a written response and if you remain dissatisfied, you may refer your complaint to the Financial Ombudsman Service (FOS).

  • Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
  • Telephone: 0800 023 4567 / 0300 123 9123.