We are committed to giving excellent customer care and love to receive your positive feedback, but we are aware that occasionally things do go wrong. If you feel we are not providing the level of service you expected we will try to resolve the problem as quickly as possible.

Step 1

If you have an enquiry or complaint regarding your policy or a claim, you should first contact Vetsure Pet Insurance at 5th Floor, The Connect Centre, Kingston Crescent, North End, Portsmouth PO2 8DE OR by telephone on 0845 604 2308 OR via email to vetsure@ultimateservices.co.uk.  Please quote your  policy or claim number in all correspondence.
We will always confirm to you that we have received your complaint within 5 working days and we will do our best to resolve the complaint within 4 weeks.

Step 2

If you remain dissatisfied, you should contact the Underwriter:  Red Sands Insurance Company (Europe) Limited in writing at Level 3, Ocean Village Business Centre,  23 Ocean Village Promenade, Gibraltar OR by phone on 0844 288 0001 OR by fax on +350 200 03710 OR by email to underwriter@redsands.gi.
Please quote your  policy or claim number in all correspondence.

Step 3

If you do not receive satisfaction through our internal  procedures, then you may refer your complaint to the Financial Ombudsman Services (‘FOS’) at South Quay Plaza, 183 Walsh Wall, Docklands, London E14 9SR or on phone number 0845 080 1800.  Please note that you have 6 months from the date of our final response in which to refer the matter to the FOS.  Referral to the FOS does not affect your right to take legal action against us.

The Financial Ombudsman Service is an independent body that arbitrates on complaints about insurance products. They will only consider complaints after we have given you a written confirmation of our final decision (after Step 2).