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Complaint Handling Procedures

If you are unhappy with our products or service, please contact us as soon as possible.

You can complain in writing or verbally at any time to:

The Baptist Insurance Office plc

Beaufort House
Brunswick Road
Tel: 0345 070 2223

Our promise to you

We will aim to resolve your complaint within one business day.

To resolve your complaint we will:

  • Investigate your complaint diligently and impartially within Baptist Insurance Company 

  • Keep you informed of the progress of the investigation

  • For more complex issues, we may need a little longer to investigate and we may ask you for further information to help us reach a decision  

  • Respond in writing to your complaint as soon as possible.

If you are not satisfied with our response, or if we have not completed our investigation within eight weeks, we will inform you of your right to take the complaint to:-

The Financial Ombudsman Service

Exchange Tower
E14 9SR
Tel: 0800 0 234 567

If you have bought your insurance online, you can also register your complaint on the Online Dispute Resolution website, which has been set up by the European Commission.

This complaints handling procedure does not affect your right to take legal proceedings.

    Talk to our team on 0345 070 2223
    The Baptist Insurance Company PLC (BIC) Reg. No. 83597. Registered in England at Beaufort House, Brunswick Road, Gloucester, GL1 1JZ. The Baptist Insurance Company PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, Firm Reference Number 202032.