How to complain
We aim to provide the best possible level of service. However, if for any reason you are unhappy with the service received or have other cause for complaint, please let us know.
You can contact us as detailed below. Please quote your policy number or claim reference number and give us full details of your complaint.
If necessary, Halo will arrange for your complaint to be handled by Zurich Insurance or their representative, however, if this is the case, the below process will still apply.
Many complaints can be resolved within a few days of receipt
If we can resolve your complaint to your satisfaction within the first few days of receipt, we will do so. Otherwise, we will keep you updated with progress and will provide you with our decision as quickly as possible.
Next steps if you are still unhappy
If you have a complaint regarding a claim or the claims handling service and remain dissatisfied, you can refer to the UK Ombudsman for review:
UK Financial Ombudsman Service, Exchange Tower, London, E14 9SR Telephone: +44 8000 234 567 (free on mobile phones and landlines)
If you have a complaint regarding the sale of your policy and remain dissatisfied, you can refer to the Financial Services and Pensions Ombudsman for review:
This procedure does not affect your right to take legal action.
Making a complaint online
If you have purchased your policy online, you can submit a complaint through the European Online Dispute Resolution (ODR) platform: http://ec.europa.eu/odr. Please note there may be a slight delay while your complaint is directed to us.