Complaints Procedure

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:

Computer Quote Pet Insurance
5th Floor
The Connect Centre
Kingston Crescent
Portsmouth
PO2 8DE

or send an email to: service@computerquotepetinsurance.com

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.

Step 2

If you are not satisfied with our decision you may refer your complaint to the underwriter by writing to:

The Customer Services Manager
Red Sands Insurance Company (Europe) Limited
Level 3 Ocean Village Business Centre
23 Ocean Village Promenade
Gibraltar

or send an email to: underwriter@redsands.gi

Step 3

If we have given you our final answer and you are still dissatisfied you may refer the complaint to:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone 0845 080 1800
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).

Referral to the Financial Ombudsman does not affect your right to take legal action against Computer Quote Pet Insurance.