We are committed to giving excellent customer care but we are aware that occasionally mistakes
happen. If you feel we are not providing the level of service you expected we would try to resolve the
problem as quickly as possible.
In the first instance please write to us at:
Purely Pets Insurance
The Connect Centre
or send an email to: email@example.com
If your complaint is in regard to Public Liability please write to:
1 Port Way
or call on 0870 600 2123.
Please quote your policy reference number in all communications.
We will always confirm to you that we have received your complaint within 5 working days. We will
do our best to resolve the complaint within 4 weeks.
If you are not satisfied with the underwriter's decision you may refer the complaint to:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Telephone 0800 023 4567 or 0300 123 9123
Fax 020 7964 1001
The Financial Ombudsman Service is an independent body that arbitrates on
complaints about insurance products. They will only consider complaints after we
have given you a written confirmation of our final decision (after step 2), or
after 8 weeks have elapsed since a final response was requested.
Referral to the Financial Ombudsman does not affect your right to take legal action against Purely Pets Insurance.