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What to do if you need to make a complaint

We aim to provide the highest standard of service to every customer. If you have any queries or concerns then please contact your insurance adviser in the first instance.


We recognise that things do occasionally go wrong and if you remain dissatisfied and wish to make a complaint you can complain to the relevant insurers:

In the first instance please contact us:

by telephone on:
0345 437 0361
by email at:
or in writing to:
The Managing Director
Modus Underwriting Limited
85 Gracechurch Street
London EC3V 0AA

Where possible we will attempt to resolve your complaint immediately. Within 2 weeks of receiving your complaint we will:

let you have our response with the reasons for it
explain why we are not in a position to give you a response and we will let you know when we expect to be able to provide it.

If you remain dissatisfied at this point you may:

If you remain dissatisfied at this point you may:

The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service at

You can contact the Financial Ombudsman Service:

by telephone on:
0800 023 4 567 (from a landline) or
0300 123 9 123 (from a mobile)
by email at:
or in writing to:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

You can also complain to us via the European Commission online dispute resolution (ODR) facility. This can be accessed via their website at http://ec.europa.eu/odr.