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.
Complaints about Home, Military Kit and Landlord’s Residential Properties Cover
Complaints about Family Legal and Home Emergency Cover
Complaints about Commercial Combined and Small Business Covers
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:
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:
Fax: 020 7327 5225
If you’re still dissatisfied following Lloyd’s final response, you can refer your complaint to the Financial Ombudsman Service (FOS):
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:
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.
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):
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.