Making a complaint

If you are unhappy with our service, you can bet we will be too!

We take complaints seriously

We're sorry to hear that something about our services has made you unhappy, we don’t like unhappy customers as your pets are the reason we love our job.

When something has gone wrong, we want to know so that we can put it right as quickly as we can for you.

To try and make it as easy and pain free as possible we have put together some steps to make this as simple as possible for you:

Raise your concern with our team

There are three easy ways to get in touch with us

By Post

Perfect Pet Insurance
Tedaisy Insurance Brokers Limited
Warner House
123 Castle Street
Salisbury
SP1 3TB

By Phone

Call Us:
01992 667330

By Email

Email Us:
[email protected]

What to expect when making a complaint

Within 5 days we will:

  • Confirm receipt of your complaint

Within 8 weeks we will either:

  • Send you our final response to your complaint with an explanation of our reasons for it

  • Explain why we cannot provide you with a final response, let you know when we can and provide you with details on how to get in touch with the Financial Ombudsman

If you remain unsatisfied with our final response or with the reasoning for not getting back to you sooner you may take your complaint to the Financial Ombudsman Service.

Please note, you must do so within six months of the date of the final response letter.

The Financial Ombudsman Service
Harbour Exchange Square
London
E14 9SR

Website:
www.financial-ombudsman.org.uk

Phone:
0800 023 4567 or 0300 123 9123

If your policy was taken out before 1st December 2020 your complaint may be directed to the Maltese Arbiter instead of the Financial Ombudsman Service. Their details can be found below:

Office of the Arbiter for Financial Services
1st Floor
St Calcedonius Square
Floriana FRN 1530
Malta

Telephone:
00356 21249245 (overseas call charges apply)

Email:
complaint.infofinancialarbiter.org.mt

Website:
www.financialarbiter.org.mt