How we handle complaints

We pride ourselves on our high level of standards. That said, we recognise that sometimes things may not go as expected. If for any reason we haven’t met your expectations, we want to hear from you. Your feedback helps us understand where we can improve and provide a better service for our customers. 

You can find more information by clicking on the 'Download content' button above.

If your complaint is about a claim

We work with a panel of insurers to match our customers to appropriate insurance products. 

If you need to make a claim following an accident or incident, you should contact your insurer directly using the contact details shown on your Certificate of Motor Insurance or the Policy Wording. 

If you have already submitted a claim and wish to register a complaint about it, this should also be directed to your insurer. 

Please refer to your insurer’s complaint procedure which you should be able to find in your Policy Wording document.

How to make a complaint about Tempcover

You can raise a complaint about us by email or post using the following details:

Email: [email protected]

Post: Tempcover Ltd, 2nd Floor Admiral House, Fleet, GU51 4BB.

Our commitment to you

We aim to resolve your complaint quickly and efficiently by:

• Making it easy for you to tell us about your complaint
• Carrying out a full investigation
• Providing a detailed account of our actions
• Ensuring you are satisfied that we have handled your complaint fairly

What to expect when you make a complaint

Once we receive your complaint, we aim to respond within 3 working days. 

In some cases, we may be able to resolve your complaint within this time. If not, you will receive a written acknowledgement which will include:

• A complaint reference number;
• The name of the person handling your complaint;
• A copy of our complaints procedure and
• An expected timeframe for when we will contact you next. 

As soon as we have completed our investigation, we will notify you of the outcome.

Some complaints may take us longer than expected to investigate. In all cases, we will provide either a full response or an update within eight weeks.

If you are unhappy with the way we are handling your complaint

If you are not satisfied with how your complaint is being handled, you can ask for us to review it at a higher level.  

Alternatively, if you remain unhappy with our response, or if your complaint has not been resolved within eight weeks, you also have the right to refer it to the Financial Ombudsman Service.

The Financial Ombudsman

The Financial Ombudsman offers an independent review service that is free for you to use. 

If you wish for them to look into your complaint, you must refer it to them within 6 months of the date of our final response. You can contact them using the following details:

Email: [email protected]

Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Telephone: 08000 234 567 (Freephone service)

Telephone: 0300 123 9 123 (Calls to this number cost no more than calls to 01 and 02 numbers.

For further information you can visit their website at www.financial-ombudsman.org.uk 

Get in touch

For any other queries, please use our contact form. 

If you're having difficulty using the form, please use our Live Chat service. Alternatively, you can contact us in writing at:

Tempcover Ltd, 2nd Floor Admiral House, Fleet GU51 4BB.

Contact us