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Complaints

We know that sometimes things go wrong and, in the unlikely event this happens, we want to put it right. As a valued client of Bluefin, we want you to tell us if our advice or service does not meet your expectations. We take all client dissatisfaction seriously and seek to use the lessons learned to improve the way we do things.

While we always aim to deliver the highest standards of service, we know that mistakes will occur from time to time so we offer you these promises:

  • We will acknowledge complaints promptly 
  • We will investigate as quickly and as thoroughly as possible 
  • We will keep you advised of our progress 
  • We will do everything we can to resolve complaints quickly and fairly 
  • We will use the lessons learned from our mistakes to continuously improve our systems and procedures

If you have a complaint about personal or commercial insurance, please contact us at the following address with your policy number or claims reference as appropriate:

Compliance Officer
Bluefin Insurance Services Limited
4-6 Ripon Road Harrogate
HG1 2HH
t: 01423 724 700
e: insurance.complaints@bluefingroup.co.uk

If your complaint cannot be resolved to your satisfaction and you are seeking resolution as a private individual or as a small business which employs fewer than 10 people and has a turnover that does not exceed 2m Euros, or as a charity or trust whose turnover or net assets respectively are less than £1 million, you may refer the matter to:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
t: 0845 080 1800
e: complaint.info@financial-ombudsman.org.uk