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Here at Vetsure Pet Insurance we want you to be pleased with the service you receive from us and take all complaints very seriously. If you’re not happy, we’re not happy. We will always endeavour to resolve complaints fairly and quickly.
Customers and their pets are at the heart of our business and our products and services are designed with you in mind. We aim to treat all our customers fairly and consistently. This doesn’t mean, of course, that things won’t occasionally go wrong. Where we are made aware that a customer is dissatisfied, we will take all the appropriate measures to understand the reasons for this and resolve the problem as quickly as possible. We will also implement any improvements identified to prevent the same situation from arising again.
The information below provides an overview of our complaints process and what you can expect. Vetsure will handle all complaints in the first instance. This includes any complaints relating to claim outcomes or the pricing of your policy – which we will manage on behalf of Atlas TVIS.
If Vetsure completes the review of your complaint, and you remain dissatisfied regarding the outcome of this, the process below (Step 2) provides details of the independent arbitration channels available to you.
Please quote your policy or claim reference number in all correspondence.
If you have an enquiry or complaint you should first contact:
Vetsure Pet Insurance
Customer Care Department,
2nd Floor Titan Court,
3 Bishop Square,
Hertfordshire AL10 9NA
OR telephone on
0800 050 2022
OR email to
Within 3 business days we will:
Acknowledge receipt of your complaint, explain how we will handle your complaint and tell you which member of our team will be dealing with it.
If your complaint is regarding a claim outcome (such as a decline or partial decline) or the pricing of your policy we will handle the complaint on behalf of our Insurer, Atlas TVIS.
We will also explain what, if anything, you need to do and send you a copy of our complaints procedure if you do not already have one.
Within 15 business days of receiving your complaint we will:
Let you know what our final response is and the reasons for this
Explain why we are not yet in a position to provide a final response, provide you with an update and let you know when you can expect our final response.
If we are not able to provide a final response within 15 working days, and you are not satisfied with our explanation as to why we require longer, OR you are dissatisfied with our final response then you can take the case further through independent arbitration.
If your complaint relates to the cost of your policy or the outcome of your claim (in other words, matters falling within the remit of our Maltese-based underwriter – Atlas TVIS) you can refer your complaint to the ‘Office of the Arbiter for Financial Services’.
Please refer to www.financialarbiter.org.mt (‘Submitting a Complaint’ section) where you can find full details of the Arbiter’s complaint process and instructions for submitting your complaint for their consideration.
Referral to the Office of the Arbiter for Financial Services must be made within two years of the date that the complaint arose.
If your complaint is regarding the sale or servicing of the policy, or the service you received from Vetsure during the handling of a claim you can refer your complaint to the ‘Financial Ombudsman Service’.
Please refer to https://www.financial-ombudsman.org.uk/consumer/complaints.htm where you can find full details of the Ombudsman’s complaint process and instructions for submitting your complaint for their consideration. You can also phone them on 0800 023 4567.
Referral to the Financial Ombudsman Service must be made within six months of the date of our final response.
In some circumstances a complaint may not be eligible for referral to the Office of the Arbiter for Financial Services or the Financial Ombudsmen Service. In such cases you will receive guidance from staff at the Arbiter / Ombudsmen about your options – or you may wish to seek your own professional or legal advice. Both arbitration services would expect you to have had a final response from Vetsure before they accept your case, so please obtain this by completing Step 1 before approaching them.
Referral to the Financial Ombudsmen Service or the Office of the Arbiter for Financial Services does not affect your right to take legal action against us.
An alternative option if you bought your policy online:
The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way, it will be forwarded to an Alternative Dispute Resolution (ADR) entity which will handle the case entirely online and will reach an outcome in 90 days. Please click here to visit their website for more information. Please quote our email address which is [email protected].
Please be aware that the ADR entity will only be able to consider your complaint after we have had the opportunity to consider and respond to this.