logo
Mon-Thurs 9am-6:30pm Fri 9am-5:30pm & Sat 9:30am-1pm
Making A Complaint

For any general enquiries please fill in the form below. Please note that for any insurance claims you should use our claims page.


Write to us

Write to us at Business Insurance Solutions, 2 Denmark Road, Guildford, GU1 4DA.

In order to resolve your complaint as quickly as possible, please include the following information in your letter:

  • Your name, contact information and how you wish to be contacted.
  • A description of your grievance or concern.
  • What you’d like us to do to put things right.
  • If you have a policy then include your client reference number or policy number.

We will use this information to investigate what has gone wrong, attempt to fix any issue and resolve your complaint. We will acknowledge your complaint and investigate quickly and thoroughly.

If you're not happy with our response to your complaint

If you're unhappy with our response to your complaint you can ask the Financial Ombudsman Service to carry out an independent review. In any event, you have the right to ask them to review your complaint if we've been unable to resolve it within 8 weeks. The Financial Ombudsman Service can help with most complaints if you are:

  • A consumer
  • A business employing fewer than 10 persons that has an annual turnover that doesn't exceed £2 million
  • A charity with an annual turnover of less than £1 million
  • A trustee of a trust with a net asset value of less than £1 million

If you are unsure whether the Financial Ombudsman Service will consider your complaint, please contact them directly for advice. The service they provide is free and impartial and contacting them at any stage of your complaint will not affect your legal rights. Their details are: Address: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR Telephone Number: 0800 0234567 Website: www.financial-ombudsman.org.uk

Firm Name: Business Insurance Solutions Limited

Period Covered by this report: 1st January 2017 to 30th June 2017

Brands/trading names covered: Van Compare Direct, Van Line Direct, Car Compare Direct, Car Line Direct, Business Compare

Product / service grouping

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage upheld

Main cause of complaints opened

Insurance and pure protection

30.21 per 1000 policies sold

714

714

94.7%

5.3%

26.3%

Disputes over charges / calculations