Our complaints procedure

Our goal is to provide excellent service, but we recognize that there may be occasions when you feel we could do better. If that's the case, please follow the steps below to log your complaint with the relevant parties.

If you are unhappy with any aspect of the service that you receive from us, please contact your insurance broker in the first instance, stating the nature of your complaint, the policy and/or claim number.

Alternatively, you can contact us directly at complaints@cfc.com or please write to:

85 Gracechurch Street
United Kingdom

If, after taking this action, you are still unhappy with the response, please write to:

Fidentia House
Walter Burke Way
Chatham Maritime
Kent ME4 4RN
United Kingdom
T: +44 (0)20 7327 5693
F: +44 (0)20 7327 5225

Having taken this action, if you feel that your complaint has not been handled satisfactorily, you may seek assistance from:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR
United Kingdom
T: +44 (0)845 080 1800

The Financial Ombudsman Service will become involved if you are an eligible complainant as defined by the rules of the Financial Conduct Authority.

The existence of this complaints procedure does not affect any right of legal action you may have against CFC as detailed in your insurance policy.