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Making a complaint

Irwell is committed to providing a high level of service, but if you believe that we have not delivered the service you expect from us, please let us know so that we can put things right. If you wish to make a complaint, please contact:

The Complaints Officer
Irwell Insurance Company Limited
2 Cheetham Hill Road, Manchester M4 4FB

Email: complaints@irwell.co.uk
Telephone: 0344 892 0164

We will contact you within 3 days of receiving your complaint to inform you of what action we are taking. We will try to resolve your complaint within 4 weeks. If it will take us longer, we will explain why and let you know when you can expect our final response.

Referring your complaint to the Financial Ombudsman Service
 
If you are not happy with our response to your complaint, or you have not received a response within 8 weeks of the date we received your complaint, you may be eligible to refer your case to the Financial Ombudsman Service.
 
The Financial Ombudsman Service can review complaints from ‘eligible complainants’, but your complaint must be submitted to them within 6 months of receiving our final response.
 
Further information can be found at:
 
 
The Financial Ombudsman Service exists to help resolve complaints when we have not been able to resolve matters to your satisfaction.
 
The service they provide is free and impartial. 
 
You can contact the Financial Ombudsman Service using the following details:
 
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
 
Telephone: 020 7964 1000
Fax: 020 7964 1001
 
This complaints procedure does not affect your legal rights.

We distribute policies via brokers and intermediaries, we do not sell directly to the public. If you are seeking insurance cover, please contact an insurance broker to discuss your requirements.

The British Insurance Brokers’ Association (BIBA) provide a facility to search for brokers.

This can be accessed here: Find Insurance – The British Insurance Brokers’ Association (biba.org.uk) or by calling 0370 950 1790.

This Subject Access Request Process document contains the SAR Form that can be downloaded by individuals who wish to access their data.

Download SARS document