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Complaints Procedure

How to Make a Complaint

We are committed to providing our customers with the highest standard of service, but we know that things can sometimes go wrong. We can often resolve your concerns right away, so please as a first step get in touch with our customer services department by emailing them at [email protected]. Please include the best time for us to contact you in your email.

However, if you have a complaint please follow the steps below:

To make a complaint about a claim

If you are insured with Haven, please contact:

Email: [email protected]

Post: Haven Claims Complaints, Suite 2a Second Floor, 160 London Road, Sevenoaks, Kent, TN13 1BT

For claims handled by other insurers, please refer to your policy documentation for contact details.

To make a complaint about a policy

Email: [email protected]

Post: Acorn Complaints Department, The Lighthouse, 98 Liverpool Road, Formby, Liverpool, L37 6BS

Please ensure you provide:

  • Your personal details
  • Your policy/claim details
  • What has gone wrong
  • What you want us to do to put things right

If your complaint relates to the activity of another company (for example an insurer), we will pass details of your complaint to them, and let you know where your complaint has been redirected to.

How will my complaint be handled?

We will conduct a full investigation into your complaint, giving it careful consideration and ensuring it is handled fairly.

We strive to resolve all complaints on receipt and if we are able to address your concerns within three business days of us receiving your complaint, we will send you a Summary Resolution Communication to confirm the complaint is resolved.

If we are unable to resolve your complaint within three business days, we will:

  • send you an acknowledgement letter within five business days of us receiving your complaint;
  • conduct a thorough investigation;
  • keep you updated on the progress of your complaint; and;
  • write to you with our findings and final response within 8 weeks of receiving your complaint.

In complex cases we may need to spend a little longer investigating your complaint and may require more than 8 weeks, if this is the case we will keep you updated and let you know when we expect to be able to give you our findings and final response.

Financial Ombudsmen Service

We will do everything we can to resolve your complaint internally; however, if you are still unhappy with our response to your complaint, or we have not resolved it within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service offers a free independent service to help with financial services complaints.

If you want the Financial Ombudsman Service to investigate your complaint, you must refer it to them within six months of the date of our response.

You can contact them at:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0800 023 4567 (Monday to Friday – 8am to 8pm; Saturday – 9am to 1pm)

Email: [email protected]

Further information regarding the Financial Ombudsman Service is available at www.financial-ombudsman.org.uk