Complaints
We're committed to ensuring that we provide you with the highest level of customer service.
If you feel that we haven't achieved this, please let us know so we can try to put things right.
Tell us about your complaint
We value your feedback and you can contact us through a way that suits you:
When making your complaint, please provide us with as much information as possible to help us to understand your concerns. Please include:
- Your name and address
- Your policy number
- Your pet's name
- Details of your complaint
Alternatively you can complete our online complaint form.
What happens when you make a complaint
We endeavor to resolve complaints within 3 working days. In the event we are unable to do so:
1) We'll write to you confirming that we have received your complaint, within 5 working days.
2) We’ll investigate your complaint thoroughly and fairly and issue a Final Response Letter within 8 weeks from receipt of your complaint. This is in accordance with guidelines laid down by the Financial Conduct Authority. However, we will endeavour to resolve your complaint as soon as possible.
3) We will contact you if we require any further information and will keep you informed of progress.
For more information, please read our Complaints Handling Process.
Animal Friends may liaise with your Insurer, Pinnacle Insurance plc and may consider any relevant guidance published by the Financial Conduct Authority, the Financial Ombudsman Service and any other relevant regulatory guidance previously published to help with deciding whether or not to uphold a complaint and to ensure that you have been treated fairly.
Data Protection Complaints:
1) We will write to you confirming that we have received your Data Protection complaint within 30 days.
2) We will investigate your complaint thoroughly and fairly and issue a Final Response Letter. Unlike FCA/Regulatory complaints, there is no prescribed timescale for completing our investigation and providing our final response, but we will endeavour to resolve your complaint as soon as possible.
3) We will contact you if we require any further information and will keep you informed of progress.
Where your complaint involves matters falling under both financial regulations and data protection legislation, each of these elements to your complaint will be investigated concurrently and we will endeavour to provide you with a single response letter.
What you can do if you're not happy with the outcome
If you are not happy with the outcome of your complaint you can ask the Financial Ombudsman Service to conduct an independent review.
The Financial Ombudsman Service exists to help resolve complaints when we have not been able to resolve your complaint to your satisfaction. The service they provide is free and impartial. Whilst we are bound by their decision you are not, contacting them will not affect your legal rights.
Here's how you can contact them:
Telephone: 0800 023 4567 (Mon - Fri: 08:00 - 20:00, Sat: 09:00 - 13:00, Sun: Closed)
Email: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk/consumer/complaints.htm
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
You can also find more information at www.financial-ombudsman.org.uk ‘Your Complaint and the Ombudsman’.
Data Protection Complaints:
If you remain dissatisfied with our final response or the way we have handled your data protection complaint, you have the right to escalate your complaint with the UK’s data protection regulator, the Information Commissioner’s Office (ICO).
You can contact the ICO using the following details:
Telephone: 0303 123 1113 (Mon – Fri: 09:00 – 17:00 (excluding bank holidays))
Website: ico.org.uk
Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Further information about the ICO and their complaints procedure can be found here.
Complaints data
Every 6 months we publish the number of customer complaints we've received for the previous half year*. This data can be used as an indicator of how well we're serving our customers, for comparison purposes:
1 July 2025 - 31 December 2025
*The Complaints data applies to all policies which are offered by Animal Friends Insurance and not specific to the co-branded policies.