Customer Service Line

0333 999 7905

Mon - Sat 9.00AM - 5.30PM

How do I make a complaint?

  • Q
  • How do I make a complaint?

  • A
  • We believe you deserve a courteous, fair and prompt service. If there is any occasion when our service does not meet your expectations please contact us using the appropriate contact details below and provide the policy/claim number and your name to help us deal with your comments quicker.

    Claims or Service related complaints:

    Citymain Administrators Limited, 3000 Lakeside, North Harbour, Western Road, Portsmouth, PO6 3EN

    Telephone: 0333 999 7905 (local rate call)


    Sales related complaints:

    Loyal Insurance Services Ltd t/as Insurance 2 Go, 9 Quy Court, Colliers Lane, Stow-Cum-Quy, Cambridge, CB25 9AU Email:

    In either instance, if your complaint about the sale of your policy cannot be resolved by the end of the third working day, it will be passed to:


    Customer Relations Department, UK General Insurance Limited, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, LS10 1RJ

    Tel: 0345 218 2685



    If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than €2million and fewer than ten staff. You may contact the Financial Ombudsman Service at:


    The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

    Tel: 0300 123 9 123





    The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.


    If you wish to complain about an insurance policy purchased online you may be able to use the European

    Commission’s Online Dispute Resolution platform, which can be found at

    Following this complaint procedure does not affect your right to take legal action.