Complaints procedure

Complaints about the sale of your policy

We will do everything possible to ensure that you receive, at all times, excellent service and be there when you need us.

We hope that you do not have cause to complain, however if you are at any time dissatisfied with the service you have received from us and wish to make a complaint you can do so by contacting:

0203 318 2585
Halo Insurance Services Limited,
82 Oxford Road, Uxbridge,
UB8 1UX
Monday – Friday
09:15 – 17:15 (excl. bank holidays)

Complaints about a claim or policy coverage

Sections 1 to 5

If your complaint relates to a claim under Sections 1 - 5 that are underwritten by White Horse Insurance Ireland dac please contact:

The Customer Experience Manager,
White Horse Insurance Ireland dac,
First Floor
Rineanna House
Shannon Free Zone
Shannon, County Clare
V14 CA36
Republic of Ireland

Complaints about Cycle Rescue

If your complaint relates to a claim under Section 6 (Cycle Rescue) please contact:

Customer Services
Call Assist,
Axis Court,
North Station Road,
Colchester,
Essex,
CO1 1UX

Please include the details of your policy and in particular your policy number, to ensure your complaint is handled promptly.

We take all customer complaints seriously but if your complaint about the sale of your policy, roadside assistance and/or claim is not resolved to your satisfaction and you remain dissatisfied with the final response, you have the right to make an appeal to the Financial Ombudsman Service (FOS). You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Following this complaint procedure does not affect your rights to take legal action.