Make a complaint

Not satisfied with our service?


Our complaints procedure

How to make a complaint

We always aim to achieve the highest level of service for our valued customers. If you feel this hasn't happened, we would like to hear about it so that we have an opportunity to put things right for you and to improve our service in the future. 

Policy sales

If you wish to raise a complaint about the sale of your policy, please contact us and quote your policy number by either calling: 0345 450 7042 or emailing:

Our phone lines are open Monday to Friday 8am - 7pm and Saturday 9am - 5pm

Postal address
Thistle Insurance Services Limited
Southgate House
Southgate Street

Policy claims

Alternatively, if you wish to raise a complaint about the handling of your claim then please contact Covea Insurance and quote your policy number by either calling: 0333 130 4534 or emailing:

Our phone lines are open Monday to Friday 8am - 6pm

Postal address
50 Kings Hill Avenue
Kings Hill
West Malling
ME19 4JX

Our process

We will promptly acknowledge your complaint and we will try to resolve your complaint immediately. If this is not possible, we will write to you within five days informing you whether further investigation is necessary.

In the event that your complaint has not been resolved within four weeks of its receipt, we will contact you again and provide an update; the reasons why and the further action we will take.

If following our investigation and response to you, you are not satisfied with the outcome or we do not complete our investigation within eight weeks, you can refer your complaint to the Financial Ombudsman Services (FOS).

If you receive a final response letter from us and you are dissatisfied with the outcome and you want to contact the Financial Ombudsman Services (FOS) you must do so within six months of the date of our final response letter. If it is not possible to reach an agreement about either the sale of your policy or a claim, you may have the right to make an appeal to the Financial Ombudsman Service. For further details and to check your eligibility contact the Financial Ombudsman Service.

Their contact details are shown below, and we will include a copy of the FOS leaflet with our final response letter.

Financial Ombudsman Service
Exchange Tower
E14 9SR
0800 023 4567

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.


Your policy document explorer

Documents apply to all pet insurance policies purchased from 27/09/2020 onwards.

Existing customers: If you purchased your policy before the date shown above, you can log into your account where you can view, amend, and renew your documents here. If you have not already signed up for an account, then you can register here.

If you purchased your policy before 23rd September 2019, please contact us on: 0345 450 7042

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