Complaints - RightSure

If things go wrong,
we want to do you right.

Making a complaint.

At RightSure, our aim is to find you a great deal on your insurance at a price you’ll love. We are only human and sometimes, mistakes happen. And when they do, we want to do right and then make sure it doesn’t happen again.

We promise to fix any issues you have right away. When you tell us about a problem, we listen carefully and take it seriously.

Let’s talk.

First of all, speak to our Complaints Team. They are on hand to deal with any issues that arise.

Phone – 0208 543 6347
Email – complaints@rightsure.co.uk
Write to Complaints Officer, RightSure,Trident Court, Oakcroft Road, Chessington, Surrey, KT9 1BD

Our Customer Services Team is here to help you from Monday to Friday, 9am to 6pm, and on Saturdays from 9am to 4pm.

When you write to us, please make sure to include:

Your full name
Your address
Your policy number.

Please provide as much information as possible to allow us to investigate the matter further to help us understand what has happened.

We aim to respond as quickly as possible, in most cases within 3 days.

We might need a little more time.

Sometimes, we might need a little more time to investigate your complaint fully. If we cannot resolve your complaint within 3 days, we’ll let you know by email or post, that we are looking into the matter.

Once we have investigated your complaint, we’ll send you our final decision within 8 weeks.

We will either:

Uphold your complaint – we’ll advise you of our findings, how we are rectifying the matter and how we plan to make sure that it doesn’t happen again.

Do not uphold your complaint – we’ll explain our reasons for not upholding your complaint in full.

What if I'm not satisfied with the response?

If you’re unhappy with our response, you can contact the Financial Ombudsman Service. Referring your complaint to the Ombudsman is free of charge but must be done within six months.

They can be contacted by: