How to complain

We do our best to provide an excellent service but there might still be times when you feel you have cause for complaint. If so, we would like to hear from you so that we can resolve your complaint as quickly and fairly as we can.

We take all complaints seriously and value any feedback which can help us improve the service we provide.

Who to contact

If you need to make a complaint about any aspect of our service, please contact the relevant team:

Membership team

Legal team

Medico-legal team

Claims team

Data protection officer

If your complaint relates to the way your personal information was handled you can contact the data protection officer by email at

How we handle your complaint

Download our complaints procedure for an explanation of our complaints process.

If you think your complaint isn't being handled properly

The risk and compliance officer is responsible for overseeing all complaints to ensure a prompt and proper response. You should contact them on 020 7202 1606 or by email at if, at any time, you feel your complaint is not being dealt with according to our procedures.