How to make a complaint

We aim to provide a high standard of service, but if a problem arises and you wish to make a complaint about your policy, you need to contact the insurance broker who arranged the policy for you first of all.

If you’re not happy with the response to your complaint, you can contact us using any of the methods below:

Phone us on: 01277 266376
Email us with our Customer Complaint form

Or write to us at:

The Customer Care Department
Highway Insurance
Highway House
171 Kings Road
Brentwood
Essex
CM14 4EJ

Please don’t forget to include your policy number on all correspondence with us. If you’d like a copy of our complaint handling procedure, just ask and we’ll be happy to provide you with one.

If we can’t resolve your complaint, you can refer it to the Financial Ombudsman Service within six months of receiving our final response letter and they will investigate your case further. You can contact them using the methods below:

By Phone on: 0845 080 1800 or 0300 123 9123 (from a mobile or non BT landline)

Email them at: Complaint.info@financial-ombudsman.org.uk  

Or write to:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Making a complaint will not affect your right to take legal action.