Staysure Complaints

Our approach to your feedback and how to make a complaint

Unhappy with your Staysure experience? We’d like to hear from you.

We class a complaint as ‘any expression of dissatisfaction – whether written or verbal.’

You can see if your question is answered in our FAQs below or you can contact us today.

If you send us a complaint, we will contact you within three working days.

Our Complaints Process

How do I make a complaint?

Please select an option below that best describes your complaint for us to help you further, or read the common questions in our FAQs section.

What information do I need to provide?

Please include your policy/quote number, as well as your contact details for us to respond to you as soon as possible.

What happens next?

Your complaint will be assigned to the Complaints Department who will contact you within three working days. Our acknowledgement of your complaint can be verbal or in written form.

What if I'm not happy?

If you believe your complaint hasn't been handled appropriately, or you're unhappy with the outcome, it may then be referred to the Financial Ombudsman Service. You'll have six months to contact the FOS following your complaint.

What is your complaint regarding?

Complaints FAQs

How long can I expect to wait for a call back from the Complaints Department?

You can expect to wait a maximum of three working days for contact from the Complaints Department. If you are travelling within this period, please let us know and we will mark your complaint as a priority to deal with urgently.

How long do Staysure have to investigate my complaint?

While we attempt to investigate and resolve complaints as quickly and efficiently as possible, we have up to 40 working days to resolve a complaint and provide you with our final decision.

How can I submit a complaint?

You can submit a complaint in writing to [email protected] or via our address:
Britannia House, 3-5 Rushmills Business Park, Bedford Rd, Northampton NN4 7YB
Alternatively, you can contact us by telephone on 0333 006 8033

What is the difference between a Final Resolution Letter and a Summary Resolution Letter?

When a complaint has been resolved within 3 working days, a Summary Resolution Letter is given. If the complaint can't be resolved within 3 working days, a Final Resolution Letter will be issued within 40 days.

When can I raise my complaint to the Financial Ombudsman Service?

You may raise your complaint to the Financial Ombudsman Service when a Summary Resolution Letter has been issued, if you’re not satisfied with how your complaint has been handled.

What if I haven't received a Final Resolution Letter?

If you haven't received a Final Resolution Letter after raising a complaint within 40 working days, please contact Staysure.