Renters insurance complaints

We try our best to deliver excellent service at Co-op Insurance but sometimes things can go wrong. If this happens, we aim to respond and resolve it as quickly and as fairly as possible and look for ways to stop it from happening again.

Complaints process

If you are ever unhappy about our products and services, we want to know about it to see how we can make things right. Please let us know if you are having issues, and we'll do all we can to solve them as soon as possible. But sometimes we’ll need to handle matters using our complaints process.

In the event that you remain dissatisfied and wish to make a further complaint, because your policy is underwritten at Lloyd's of London, you can do so at any time by referring the matter to the complaints team at Lloyd’s of London. The Co-op Renters team will give you further details of how to do this when replying to your original complaint.

If Lloyd’s have completed their investigations into your complaint and you are not happy with the final response from Lloyd’s, you may ask the Financial Ombudsman Service (FOS) to look at your complaint.

Financial Ombudsman service (FOS)

The FOS provides a free and independent service. They may be able to review your complaint if we’ve been unable to resolve matters for you.

We’ll provide you with their details, and how and when you can contact them during the handling of your complaint. You’ll usually have 6 months from the date of our Final Response in which to contact them.

You can find out more about the FOS and their services using these details:

Co-op Renters Insurance is administered by Urban Jungle Services Ltd and underwritten by Canopius Managing Agents Ltd at Lloyd’s of London.

Applicants for insurance are subject to normal underwriting criteria.

Co-op Insurance Services Limited will receive a percentage commission from your insurance payments.