Complaints Procedure

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 – What You Need to Know

When a complaint is received from you in relation to the insurance product you have taken out, our Customer Liaison Department at Animal Friends will promptly provide you with a written acknowledgement when we receive the complaint. The acknowledgement will contain details of the person handling the complaint.

Your complaint will be handled by a dedicated Customer Liaison Officer and they will not have been directly involved in the matter which is the subject of the complaint.

They can be contacted at the following address:

Animal Friends Insurance Services Limited
Customer Liaison Department
Animal Friends House
No 1 The Crescent
Sun Rise Way
SP4  7QA

Telephone: 0344 557 0300


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

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.

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.

The Financial Ombudsman Service can be contacted at the following address:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0300 123 9 123

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.

Complaint Procedure

Using your own solicitor or other third party complaint-handling firm does not affect how we review your complaint. However, please be aware that:

  • Animal Friends will not charge you to investigate 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.

View our Complaints Handling Process.

View our Complaints Data.

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