Complaints process

How to raise a complaint about the CoverInMinutes website, payment or support journey, and how product or claim complaints may need to be directed to the responsible insurance firm.

START HERE

Tell us clearly what went wrong.

A complaint is easier to investigate when it identifies the journey, the problem, what has already happened and what you would like us to consider.

Identify the issue

Say whether the complaint concerns the website, support, payment journey, document delivery, insurance product, underwriting or a claim.

Give the references

Include your name, contact email, registration and any quote, payment or policy reference that helps locate the matter.

Explain the outcome

Tell us what you believe went wrong and what resolution you are asking the responsible organisation to consider.

What to include in a complaint

Your full name and the email address used for the quote or policy.
The vehicle registration and relevant quote, payment or policy reference.
A short timeline of what happened, including approximate dates and times.
Copies or details of relevant correspondence where needed to understand the issue.
The effect the issue had on you and the outcome you would like considered.

Security: Do not send full card numbers, CVVs, PINs, passwords or one-time security codes as part of a complaint.

Website and service complaints

If the issue concerns the CoverInMinutes website experience, support handling, payment journey or document delivery, use the support form and select Complaint. This helps separate a formal complaint from an ordinary support question.

Open the support form →

Insurance product, underwriting and claims complaints

If your complaint concerns the insurance product itself, an underwriting decision, policy administration, a cancellation decision or a claim, the responsible regulated firm may be the insurer, intermediary or claims handler named in your policy documents. Those documents should explain the relevant complaints route.

Where another firm is responsible, the complaint may need to be passed or redirected to that organisation so it can investigate the activity it controls.

WHAT HAPPENS NEXT

A complaint should be traced, reviewed and answered by the organisation responsible.

The exact process can differ depending on whether the issue is about the website/service or a regulated insurance activity.

Receipt

Your complaint should be identifiable as a complaint.

Providing accurate contact details and references makes it easier to acknowledge and match the complaint to the relevant journey.

Review

The facts and available records can be checked.

This may include the quote journey, payment status, correspondence, policy documents and information from a relevant provider where appropriate.

Outcome

You should be told the result of the review.

The response should explain the position and, where applicable, any action proposed or the next route available to you.

Escalation

Rights depend on the responsible firm and activity.

If a complaint falls within the Financial Ombudsman Service's jurisdiction, the responsible regulated firm's final response should explain the applicable referral rights and time limits.

Financial Ombudsman Service

For most complaints handled by a regulated financial business, the Financial Ombudsman Service says the business normally has up to eight weeks to provide its final response. If you are unhappy with that response, or no final response is provided within the applicable period, you may be able to ask the Ombudsman to consider the complaint.

Whether the Ombudsman can consider a particular complaint depends on the organisation, the activity and the eligibility rules that apply. Follow the instructions in the responsible firm's final-response letter rather than assuming every CoverInMinutes query is automatically within the Ombudsman's jurisdiction.

Data-protection complaints

If the complaint is specifically about use of personal information, you can raise it with the organisation responsible for that processing. Data-protection complaints can also carry separate rights to complain to the Information Commissioner's Office (ICO).

Accessibility or additional support

If you need information in a different format or need additional support to explain the complaint, say so when contacting support. Providing the preferred method of contact can help the complaint be handled more effectively.

Keeping records

Keep copies of relevant emails, policy documents, references and responses. A clear record of dates and communications can help if the issue needs to be reviewed again or passed to another responsible organisation.

COMPLAINT CHECKLIST

Specific complaints are easier to investigate

Separate the issue from unrelated support questions and explain the outcome you want considered.

State whether the complaint concerns the website/service, payment, insurance product, underwriting or a claim.

Include a short timeline and relevant references, but avoid unnecessary sensitive payment information.

For regulated complaints, use the escalation information provided by the firm responsible for the activity.