Complaints Procedure –
Customer Complaints

Contacting Your Broker

If your complaint is about the way your policy was sold to you, please contact your insurance advisor or intermediary who arranged your policy for you.

Their address and telephone number are shown on your policy schedule.

Contacting Your Insurer

If you have a complaint about cover provided under policy or a claim please contact your insurer directly.

Their contact details can be found on your policy schedule.

Contacting Eaton Gate

Eaton Gate is dedicated to resolving your complaint so, if you wish to discuss a complaint you have with your broker or insurer, or you have a complaint about Eaton Gate’s conduct itself, please contact the Eaton Gate customer services team:

By telephone: 0333 234 1741

By e-mail:

In writing:
Eaton Gate MGU Limited
20 St Dunstan’s Hill

Internal Complaints Procedure

Upon receipt of your complaint, the firm responsible for managing your complaint will:

  • issue a final resolution response if it has been able to resolve your complaint within 3 days;
  • where it has not fully resolved your complaint, send an acknowledgment of your complaint and notify you of the name of the person managing your complaint;
  • respond in full to your complaint within 8 weeks.

If it is not possible for any reason to resolve your complaint within 8 weeks, you will be contacted in writing to confirm why it has not been able to settle the matter quickly. You will be notified when you are to be contacted again and be kept updated on the progress made.

If You Are Still Dissatisfied

If you are unhappy with any final response to your complaint or you have not been provided with this within 8 weeks of submitting your complaint you may be entitled to refer your complaint to the Financial Ombudsman Service. Any referrals to the Financial Ombudsman Service must be made within 6 months of receipt of the final response letter.

If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform via

Please check your policy schedule for any other service provided to escalate and/or resolve your complaint.

Financial Ombudsman Service

You can contact the Financial Ombudsman Service (FOS) at any stage of your complaint for free and impartial advice:

By telephone: 0800 023 4567 (calls from UK landlines and mobiles are free) or 0300 123 9123

By e-mail:

In writing:
Financial Ombudsman Service
Exchange Tower
E14 9SR

The FOS provides a free and independent service that arbitrates on complaints about general insurance products. The FOS is available to any ‘eligible complainant’ including any consumer, micro-enterprise, small business, guarantor, charity or trust, details of which can be confirmed on its website:

You have six months from the date of the final response letter to contact the FOS. However, the FOS will only consider your complaint once you have tried to resolve it with your insurer or insurance broker.

If your complaint is reviewed by the FOS, all regulated firms will be bound by their decision, if you accept it. Following the Internal Complaints Procedure and seeking a review from the FOS does not affect your right to take legal action.

cityscape with layered plant collage