Complaints

Our promise

We promise that we’ll always treat complaints both fairly and reasonably, and we’ll always act promptly to resolve any issues that arise

How to make a formal complaint

The easiest way to raise an issue is simply to give us a call:

0330 808 4740

or email:

customer.support@findyourcanopy.com

or write:

Canopy, Berners House, 47-48 Berners Street, London, W1T 3NF

When contacting us with an issue please ensure that you are ready to provide the following:

  • Policy number and/or claim reference number (if you have one)
  • Full name, address and telephone number
  • Details of any previous correspondence with Canopy
What happens next?

Canopy will strive to resolve customer complaints as quickly as possible. We will acknowledge your complaint within 3 working days and aim to have your complaint resolved  by the third business day. However, if it requires a more in-depth investigation, then we will aim to resolve your  complaint within four weeks. If, for whatever reason this is not possible, we will contact you with an explanation and an updated timeframe.

If you’re unhappy with our decision, or if we don’t complete our investigation within eight weeks, you may refer your complaint to the Financial Ombudsman Service (FOS) which, once contacted, will liaise with us on your behalf. The FOS will inform you directly of its decision. Referral to the FOS won’t prejudice your right to take subsequent legal proceedings.

Their address is:

The Financial Ombudsman Service

Exchange Tower

London E14 9SR

 

Consumer helpline:

0800 023 4 567

 

Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone.

Or

0300 123 9 123

 

Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

From abroad please call on +44 20 7964 0500.

Lines open:

Mon – Fri, 8am to 8pm

Saturday, 9am to 1pm

 

 

featured in