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Complaints FAQ

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Complaints FAQ

Find out what happens if you need to make a complaint about your policy.

I've made a complaint. When will I get a response?

You'll get an email acknowledging your complaint within three working days. After that, your complaint will be investigated and you'll receive a follow-up response within eight weeks of the original complaint date.

I've had a response to my complaint but I'm not happy with the outcome.

If you don't agree with our decision, or if you don't get a response within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

The FOS will only review your complaint after we've given you a decision – but in most cases, we'll be able to solve the problem before it gets to this stage.

Further details on the FOS are available on their website

You can contact the FOS:

  • by post – Financial Ombudsman Service Exchange, Tower Harbour, Exchange Square, London E14 9GE
  • by phone – 0300 123 9123

I want to refer my complaint onto the Financial Ombudsman Service (FOS). How do I do this?

We'll have eight weeks to investigate and respond to your complaint. Once you've had a decision from us, or if we haven't responded within eight weeks, you'll be able to refer your complaint onto the FOS.

You can contact the FOS:

  • by post – Financial Ombudsman Service Exchange, Tower Harbour, Exchange Square, London E14 9GE
  • by phone – 0300 123 9123

You've passed my complaint onto a third party but I haven't heard anything since. What do I do?

We'll usually deal with complaints ourselves, but sometimes we'll need to pass them onto your insurer or one of our partners such as Premium Credit or our claims team.

This will only be done when your complaint relates to a process or decision that's made outside of Simply Business – and therefore we're unable to take any further action ourselves.

We'll make sure that you're made aware if this happens. After that, you'll receive a response from the third party within three working days of us referring your complaint on.

If you're unsure about the correct contact details for the team handling your complaint, please get in touch with us and we'll be happy to help.

Can't find what you're looking for?

We've got a team of UK-based experts ready to help. You can give them a call on 0333 014 6683

Mon 09.00am - 05.30pm, Tues 09.00am - 05.30pm, Weds 09.00am - 05.30pm, Thurs 09.30am - 05.30pm, Fri 09.00am - 05.00pm, Sat 09.00am - 02.00pm

Or use the contact form on the website whenever suits you and one of our team will get back to you as soon as possible.

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© Copyright 2021 Simply Business. All Rights Reserved. Simply Business is a trading name of Xbridge Limited which is authorised and regulated by the Financial Conduct Authority (Financial Services Registration No: 313348). Xbridge Limited (No: 3967717) has its registered office at 6th Floor, 99 Gresham Street, London, EC2V 7NG.