We are committed to providing a high level of customer service. If you believe we’ve not delivered this, we would welcome the opportunity to put this right for you.

At Lancaster Insurance Services we are dedicated to delivering a first class level of service to all customers. We welcome any comments on the services we provide – in the form of both compliments and complaints. We accept that things can occasionally go wrong and would encourage you to tell us about any concerns you have so that we can take steps to make sure the service you receive meets your expectations in the future.

Need Help?

If a dispute regarding your policy or claim does arise, the first step is to talk to a member of the Customer Service Team. This can be done either by telephoning us or dropping us a line by email or by letter if you prefer.


Fill in our online complaints form

Telephone: 01480 484806

Address: Lancaster Insurance Services, Lancaster House, Meadow Lane, St Ives, Cambs PE27 4ZB

Response Time

Where we are unable to resolve your complaint by the end of the third business day after receipt, you can expect the following from us:

Acknowledgement of your complaint in writing within 5 business days after receipt. This will state who is handling the complaint.

We will aim to resolve your complaint within 4 weeks of receipt, unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a final response.

Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and advise when you can expect a final response.

What is a final response?

This letter should clarify the final position in relation to your complaint and any actions agreed going forward.

The Financial Ombudsman Service

What you should know

You may initially go direct to The Financial Ombudsman Service with your complaint, but the Ombudsman will only review your complaint at this stage with our consent. However, we are still required to follow the procedure as stated above in the Response Time section.

If more than 8 weeks from the date of your complaint has passed and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service.

If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within 6 months of the date of the final response letter. You may refer to the Financial Ombudsman Service beyond this time limit if we have provided our consent in the final response letter.

The Financial Ombudsman Service will let you know that they have received your complaint and what the next steps will be.

Contact Details:

The Financial Ombudsman Service,

Exchange Tower


E14 9SR

Telephone: 0300 123 9 123



The Financial Ombudsman Service will consider your complaint impartially and we are bound by their decision.

We aim to deal with your complaints as swiftly as possible and will acknowledge all complaints within 5 working days and endeavour to deal with your complaint within 4 weeks. We have a dedicated team of handlers who will review and investigate the circumstances of your complaint and unless in exceptional situations, will ensure you receive a final response with 8 weeks.

We constantly review and analyse complaints made by our customers and strive to improve our customer service. We are pleased with the positive feedback we receive from our customers and dedication of our customer service staff.