Croaked
Croaked
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Call us today01302 590 852

Complaints

If we’ve got something wrong, tell us. Here’s what happens next, and how long it takes.

Tell us on 01302 590 852

Monday–Thursday 9am–7pm, Friday 9am–3pm

The Croaked frog as a running alarm clock, papers flying behind it

In short

  • Tell us by phone, email or post, whichever suits you.
  • We’ll try to sort it straight away. If we can’t, we’ll give you our final answer within 8 weeks.
  • If you’re still unhappy, the Financial Ombudsman Service can look at it, for free.
  • Complaining won’t affect your cover, or how we treat you.

How to tell us

Phone
01302 590 852. Monday–Thursday 9am–7pm, Friday 9am–3pm.
Email
[Complaints email]
Post
Complaints, Croaked, Believe House, Heavens Walk, Doncaster, DN4 5HZ

It helps if you tell us:

  • Your name, and how you’d like us to reach you.
  • The quote or policy it’s about.
  • What went wrong, and when.
  • What you’d like us to do to put it right.

If you need help to complain, or would like us to communicate in another way, just say. Someone can complain for you, too, with your permission.

What happens next

  1. Straight away

    We try to put it right

    Often we can sort it quickly. If it’s resolved by the end of the third working day, we’ll confirm that in writing, and tell you about your right to go to the Ombudsman if you change your mind.

  2. Within [5 working days]

    We tell you we’re on it

    If it needs more time, we’ll write to you to confirm we’ve got your complaint, and who is looking after it.

  3. Within 8 weeks

    Our final answer

    We look into it fully and send you our final response, explaining what we found and what we’ll do. If we need longer, we’ll tell you why, and that you can go to the Ombudsman now.

  4. If you’re still unhappy

    The Financial Ombudsman Service

    An independent service that settles complaints between people and financial firms, for free. You have 6 months from our final answer to ask them. Their details are below.

About your insurer, or a claim?

If your complaint is about an insurer’s decision, such as a claim, the price they offered or the terms of your policy, the insurer answers it: their complaints details are in your policy documents. Tell us too, if you like, and we’ll help you get it to the right place.

Believe Protect Ltd is an Appointed Representative of Believe Advisor Limited, which oversees how we handle complaints.

The Financial Ombudsman Service

They’re independent, and it costs you nothing. You can contact them once you’ve had our final answer, or if 8 weeks have passed.

Website
financial-ombudsman.org.uk
Phone
0800 023 4567
Post
Financial Ombudsman Service, Exchange Tower, London E14 9SR
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