Have a complaint?

We understand sometimes things can go wrong and we are dedicated to providing excellent customer service. So, if you have a complaint about Assura Protector and the service you have received, please let us know.

We can usually resolve most issues within a couple of days. If we need longer, we’ll contact you to let you know who will be dealing with your complaint and to outline the next steps.

As we look into your complaint, we will keep in touch until it has been resolved and will provide a final response as quickly as possible. If you disagree with our decision, feel we have misunderstood anything, or you have any extra information, please let us know.

Financial Ombudsman Service Contact Information

Telephone: 0800 023 4567 or 0300 123 9123


Writing: The Financial Ombudsman Service, Exchange Tower London E14 9SR

How to complain:

To make a complaint you can contact our Complaints team via email info@assuraprotect.com with a broad outline of the nature of your complaint.

Alternatively, you may put your complaint in writing to:

  • Complaints Team
  • Assura Protect
  • 86 Gloucester Place
  • London
  • W1U 6HP

Or you can make your complaint by phone: 0330 010 0210

Our Complaints team are available 09:30 – 17:30 Monday – Friday except Bank Holidays

If we haven’t issued our ‘final response’ within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review.

The Financial Ombudsman Service may only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help.