How To Make A Complaint

If you need to make a complaint

We hope that you’ll be pleased with our service provided but if you’re not completely happy with any part of the cover or service we’ve provided, please get in touch with the dedicated teams below based on your type of cover. We’ll try to resolve your complaint immediately, and if we’re unable to, we promise to acknowledge your complaint within five working days. If we’re unable to resolve your complaint within three weeks, we’ll write and let you know the reasons why and any further action we’ll take.  

If we’re unable to resolve your complaint

In the unlikely event of your complaint not being resolved within eight weeks, or you’re not satisfied with the outcome, you can contact the Financial Ombudsman Service (FOS): 

0800 0234 567 or 0300 1239 123
complaint.info@financial-ombudsman.org.uk
The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Please note that if the FOS can deal with your complaint you’ll need to refer your complaint to them within six months of receiving the final response. 

This complaints process does not affect your right of legal action against Builders Direct S.A., The Military Mutual or anyone else who provides your cover. 

Complaints about Home, Military Kit and Landlord’s Residential Properties Cover

0800 0882 284
service@themilitarymutual.com
The Military Mutual Limited, PO Box 993, Portsmouth, PO1 9PS

Complaints about Family Legal and Home Emergency Cover

0844 893 9013
customerrelations@das.co.uk
Customer Services Department, DAS Legal Expenses Insurance Company Limited, DAS House, Quay Side, Temple Back, Bristol BS1 6NH

Complaints about Motor Insurance by ERS

If you have any reason to complain about your motor insurance policy, or ERS, please contact their dedicated complaints handling department: 

0345 268 0279 – 9.00am to 5.00pm, Monday to Friday
complaints@ers.com
Customer Relations Department, PO Box 3937, Swindon, SN4 4GW

If you’re dissatisfied with the response you receive from ERS, you can refer your complaint to Lloyd’s. Lloyd’s will investigate and provide a final response. Lloyd’s contact details are:

020 7327 5693
complaints@Lloyds.com
Complaints, Lloyd’s, One Lime Street, London, EC3M 7HA

Fax: 020 7327 5225

Website: www.lloyds.com/complaints

If you’re still dissatisfied following Lloyd’s final response, you can refer your complaint to the Financial Ombudsman Service (FOS):

0300 123 9123
complaint.info@financial-ombudsman.org.uk
Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Website: www.financial-ombudsman.org.uk

Complaints about Motor Insurance and Motor Legal Cover by Other Insurers used by The Military Mutual

For any other Motor Insurance or Motor Legal Cover arranged through The Military Mutual please contact us:

0800 0882 284
service@themilitarymutual.com
The Military Mutual Limited, PO Box 993, Portsmouth, PO1 9PS

Please quote your insurance document number in any communication, which is shown on your certificate of insurance and schedule.  If known, please quote your claim number.

Complaints about Business or Commercial Cover

If you’re unhappy with your Business or Commercial Cover, please get in touch with us:

0330 202 0913
business@themilitarymutual.com
The Military Mutual Limited, PO Box 993, Portsmouth, PO1 9PS