How to make a complaint

At Loxa we believe we have a moral responsibility to offer fair, great value insurance to our customers, with a quick and thorough claims process should anything go wrong. If we've let you down in any way, we want to know about it so we can put it right.

How to submit your complaint

You can make a complaint with us at any time. To do so, please email us at [e-mail] and include as much detail as possible about your concern. If you are unable to submit your complaint by email, please fill out the form here. 

What happens next

Once we receive your complaint, here's what you can expect:

We will promptly review your complaint and contact you within 3 working days to determine whether we can resolve it straight away. If both parties agree on a resolution, we will issue a Summary Resolution Communication Letter within three days. This letter also explains how you can refer your complaint to the Financial Ombudsman Service (FOS) if you remain dissatisfied.

If we are unable to resolve your complaint within three working days, we will provide an estimated timeframe for our final response and keep you updated on any delays.

If we believe your complaint falls outside our products or services, we will let you know within 5 working days and help you identify the right organisation to contact.

If we cannot provide a final response within 8 weeks, we will explain the reasons for the delay and outline your right to refer the matter to the Financial Ombudsman Service.

Our final response aims to address all aspects of your complaint fully, and where your complaint is upheld, we will propose an appropriate resolution.

Financial Ombudsman Service

If we are unable to resolve your complaint to your satisfaction, you may be eligible to refer it to the Financial Ombudsman Service (FOS). You can reach them at:

• Website: financial-ombudsman.org.uk
• Phone: [phone]
• Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR