Complaints Procedure | Animal Friends

Complaints Procedure

If you have a complaint, you can contact us via the following means:

Alternatively, write to us at

Animal Friends Insurance Services Limited,
Customer Resolutions Department, Animal Friends House,
No 1 The Crescent, Sun Rise Way,
Amesbury, Wiltshire, SP4 7QA

At Animal Friends

We understand that it is imperative to offer a high level of customer service. We understand that we have a duty of care to our customers and strive to ensure that we are transparent at all times. Our primary goal is to create value for our customers, ensuring that wherever possible we are delivering exceptional customer service online and offline.

Animal Friends recognises however that we may get it wrong from time to time. We endeavour to recognise our mistakes and ensure they are not repeated in the future which ultimately means we can refine our service and deliver beyond our customer expectations.

If you have a query about the service you have received from Animal Friends or indeed have a complaint; please follow the below complaints procedure to ensure that your query is dealt with as efficiently as possible.

Our Complaint Handling Process


An envelope. Your complaint.

When a complaint is received from you in relation to the insurance product you have taken out, our Customer Resolutions Department at Animal Friends will promptly get to work. We will provide you with a written acknowledgement when we receive the complaint.


An opened letter. Your acknowledgement of the complaint

The acknowledgement will contain details of the person handling the complaint. Your complaint will be handled by a dedicated Customer Resolutions Investigator and they will not have been directly involved in the matter which is the subject of the complaint.


A stopwatch indicating a short period of time has passed.

Animal Friends will endeavour to resolve any regulated complaint as soon as possible.


A calendar with two months checked off

Whilst Animal Friends will always look to resolve your complaint in the quickest time possible, in accordance with guidelines laid down by the Financial Conduct Authority, we must write to you with a final response to your complaint within eight weeks of receiving your complaint.

The Ombudsman

Upon receipt of Animal Friends’ final response to your complaint, should you remain unhappy, you will then have the right to refer the complaint to the Financial Ombudsman Service. Animal Friends will provide you with details of the Financial Ombudsman Service, along with a copy of their leaflet ‘Your Complaint and the Ombudsman’ and a statement confirming that an approach can be made to the Financial Ombudsman Service.

In deciding whether or not to uphold a complaint, Animal Friends may liaise with your Insurer, Red Sands Insurance Company (Europe) Limited and may consider any relevant guidance published by the Financial Conduct Authority, the Financial Ombudsman Service and any other relevant regulatory guidance previously published.

You can contact The Financial Ombudsman Service via the following:

The European Commission Online Dispute Resolution Service

The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. Visit to access the Online Dispute Resolution Service.

About the Complaints Procedure

You should know that:

Using your own solicitor or other third party complaint-handling firm does not affect how we review your complaint.

Where your complaint is upheld and redress is due, payment will, in general, be paid to the complainant direct or to a recognised veterinary provider who has already paid for any costs on your behalf.

Animal Friends will not charge you to investigate your complaint.

Past Complaints Data:

1st July - 31st December 2017