Make a Complaint

Not satisfied with our service?

Making 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 by quoting your policy number by either:

  • Phone: 0345 450 7042

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

Postal address

PetGuard
Thistle Insurance Services Limited
Southgate House
Southgate Street
Gloucester
GL1 1UB

Policy claims

Alternatively, if you wish to raise a complaint about the handling of your claim then please contact Covea Insurance by quoting your policy number.

  • Phone: 0333 130 4534

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

Postal address

PetGuard
50 Kings Hill Avenue
Kings Hill
West Malling
Kent
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 5 days informing you whether further investigation is necessary.

In the event that your complaint has not been resolved within 4 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 8 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 6 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
Harbour Exchange Square
London
E14 9SR
0300 123 9123
complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk

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.

If you have purchased the insurance policy online, you may also raise your complaint via the EU Online Dispute Resolution Portal here. This will forward your complaint to the correct Alternative Dispute Resolution scheme. For insurance complaints in the UK this is the Financial Ombudsman Service. However, this may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly.