How do I buy, upgrade, cancel or make a complaint about my insurance? (2024)

Our aim is to get it right first time, every time. If you have a complaint we will try to resolve it straight away. If we are unable to, we will confirm we have received your complaint within five working days and do our best to resolve the problem within four weeks. If we cannot, we will let you know when an answer may be expected.

If we have not resolved the situation within eight weeks, we will issue you with information about the Financial Ombudsman Service (FOS), which offers a free, independent complaint resolution service.

If you have a complaint:

or write to:

EE Insurance Team
PO Box 5568
Manchester
M61 0TG

You have the right to refer your complaint to the Financial Ombudsman, free of charge – but you must do so within six months of the date of the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and therefore will only be able to do so in very limited circ*mstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circ*mstances.

You can contact the Financial Ombudsman Service in the following ways:

Using our complaints procedure or contacting the Financial Ombudsman Service does not affect your legal rights.