How to make a complaint

Where do I start?

If Your complaint is about the way in which the policy was sold to You or whether it meets Your requirements, You should contact the insurance broker who arranged the policy for You or if You did not use an insurance broker to arrange the policy then You should refer the matter to Pen Underwriting.

About the website

Complaints regarding the sale of the policy and dealings directly with

It is our intention to provide you with a high level of customer service at all times. If there are occasions when we do not meet your standards please contact us.

If we can resolve your complaint to your satisfaction within 3 business days we will do so and we'll write to you to confirm (a business day is defined as Monday to Friday, but excluding BankHolidays).

If we have not been able to resolve your complaint to your satisfaction within 3 business days, we will keep you updated with progress and provide you with our decision as quickly as possible. This will be in the form of a final decision letter from our Customer Relations Team. is a trading name of Brokersure Limited, a company registered in England with company number 06902336. This means should you fail to be satisfied with our final response you will have access to the Financial Ombudsman Service. You can also ask the Ombudsman to review your case if we have not provided you with a finaldecision within 8 weeks of receiving your complaint.

The FOS’s contact details are as follows:

About the policy, claims or underwriting

Complaints regarding the policy, claims and dealings with your policies claim handlers (Pen Underwriting)

Our aim is to provide all Our customers with a first class standard of service. However, there may be occasions when You feel this objective has not been achieved. If You have a complaint about Your policy or the handling of a claim, the details below set out some of the key steps that You can take to address Your concerns.

If Your complaint is about a claim, You should refer the matter to Pen Underwriting.

Their contact details are provided here:

Alternatively You can ask Your broker to refer the matter on for You.

Please quote Your policy number in all correspondence so that Your concerns may be dealt with speedily.

What happens next?

If Pen Underwriting is not able to resolve Your complaint satisfactorily within three business days it will send Your an acknowledgement letter.

The Pen complaints team will investigate Your complaint and will provide You with a written response within eight weeks of Your initial complaint. This will either be a final response or a letter informing You that Pen needs more time for their investigation.

If You remain unhappy

If Pen has not resolved Your complaint at the end of eight weeks, or if after receiving Pen’s final response You remain dissatisfied, You may be able to refer Your complaint to the Financial Ombudsman Service (contact details below). You will have six months from the date of the final response to make this referral.

Your rights as a customer to take legal action are not affected by the existence or use of the complaints procedure mentioned above. However the Financial Ombudsman Service may not adjudicate on a case where court proceedings are actively in progress.

  • The Financial Ombudsman Service
  • Exchange Tower
  • London
  • E14 9GE

  • Telephone: 0800 0234 567

  • Further information is available from them and You may refer a complaint to them online at

The Ombudsman will review complaints from eligible complainants. An eligible complainant is defined as:

  1. a private individual;
  2. a business, which has a group annual turnover of less than €2m (approx. £1.6m) and fewer than 10 staff at the time the complainant refers the complaint to the respondent;
  3. a charity which has an annual income of less than £1m at the time the complainant refers the complaint to the respondent; or
  4. a trustee of a trust which has a net asset value of less than £1m at the time the complainant refers the complaint to the respondent.