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Complaints procedure

Carrot Insurance will do its best to provide you with a high level of service and customer care every time. However, sometimes things can go wrong, and we may fail to meet your expectations. Our internal complaints procedures allow us to deal with complaints fairly, effectively and promptly. If you think we have let you down, please tell us why.

Our internal complaints procedure

Our internal complaints handling procedures follow the guidelines of the Financial Conduct Authority (FCA) as set out in their handbook.

What you need to do if you have a complaint

You should raise your complaint with us by telephone, email or letter to:

Send something by post

Complaints, Carrot Insurance, Global House, Westmere Drive, Crewe Business Park, Crewe, Cheshire, CW1 6ZD

How we will handle your complaint

We will:

If we cannot reach a resolution

If you are dissatisfied with our response, you can refer your complaint to the Financial Ombudsman Service (FOS).

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

Tel: 0800 023 4 567
Online: www.financial-ombudsman.org.uk