TrustCover is a trading style of MRG Finance Group Limited, the firm responsible for our advice service.
Contact us
Email customerservice@trustcover.co.uk, or write to the Complaints team at TrustCover, Office 1A, Arena Business Centres, Number 25, 25 Barnes Wallis Road, Fareham, PO15 5TT.
You can also tell a member of our team during a conversation or request a call. If you complain verbally, we will not require you to repeat it in writing before considering it.
Tell us what happened, how it affected you and what you would like us to do. Include a contact method so we can reply. Please keep medical details and financial documents out of the website form; we will explain how to provide relevant evidence securely.
Let us know if you need more time, information in another format or help communicating with us.
What happens next?
We will acknowledge your complaint promptly, investigate it fairly and keep you informed. We will consider the information you provide alongside our records and explain our findings and any action we propose.
If we resolve the complaint to your satisfaction by the end of the third business day after receiving it, we will send a summary of the resolution and the relevant information about taking the matter further.
For complaints that take longer to resolve, we will send our final response within eight weeks of receiving your complaint. If we cannot complete our investigation within that time, we will explain why, tell you when we expect to respond and explain your right to refer an eligible complaint to the Financial Ombudsman Service. You do not have to wait for us to finish after that deadline before using an available referral right.
If you remain unhappy
The Financial Ombudsman Service is an independent service that can consider eligible complaints between consumers and financial businesses. It is free to use.
If you are unhappy with our final response, or we have not provided one within the applicable time limit, you may be able to refer your complaint. You normally need to do this within six months of the date of our final response. Other eligibility and time limits can apply; we will explain your referral rights in our response.
Visit the Financial Ombudsman Service’s guide to complaining, or call 0800 023 4567.
Complaints about an insurer
If your concern relates to an insurer’s policy administration or claim decision, you can contact the insurer using your policy documents. We can help you identify the appropriate route. We will investigate any part of the complaint that relates to our own advice or service.
Concerns about personal information
Our Privacy Notice explains how to raise a data-protection concern and how to contact the Information Commissioner’s Office. We will consider the relevant processes if your concern involves both our financial service and your information.