Making a Complaint

Are we giving you the best level of customer service that we can? If we’re not, then we welcome your feedback to help us improve. We take complaints seriously and will investigate your concerns as soon as we can.



If your complaint is about a claim or your claims experience, you’ll need to contact:

Petsure Claims
2nd Floor
5000 Lakeside
North Harbour
Western Road
Email: [email protected].
Call us: 0333 009 0998


Customer Services

If your complaint is about the way your policy was sold, you’ll need to contact:


Customer Services Manager
Britannia House 3-5 Rushmills Business Park
Bedford Road
Email: [email protected]
Call us: 0333 060 3376


If you remain dissatisfied…

We’ll try our best to answer any of your concerns or investigate any issues that you’ve raised in a reasonable time. If you’re not satisfied with our final response, you can take the issue further.


The Financial Ombudsman Service (FOS):

The Financial Ombudsman Service
Exchange Tower London
E14 9SR
Tel: 0300 123 9123 or 0800 023 4567
The FOS is an independent body that arbitrates on complaints about general insurance products and other financial services. It will only consider complaints after we have provided you with written confirmation that our internal complaints procedure has been exhausted. Please note that you have six months from the date of our final response in which to refer your complaints to the FOS. Referral to the FOS does not affect your right to take legal action.


Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS). If we fail to carry out our responsibilities, you may be entitled to compensation from the Financial Services Compensation Scheme. Information about the scheme is available at or by phone on 0800 678 1100 or 0207 741 4100.