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Pet Insurance Sales:

0345 603 1294

8am - 6pm Monday - Friday

Claims and Customers Service:

0345 602 4797

8am - 6pm Monday - Friday

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Complaints Procedure

In the event that you wish to make a complaint you may contact us on:

Customer Relations Department
Pet Protect Limited
Betchworth House, 57-65 Station Road, Redhill, Surrey, RH1 1DL
Telephone: 0345 603 1294

Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint.

If you have purchased a policy prior to 15th January 2019, please follow the below complaint process: If you have purchased a new policy after the 15th January 2019, please follow the below complaint process:
Should you remain unhappy, you may, if you wish to, refer your complaint to Lloyd's. Lloyd’s will investigate the matter and provide a final response. Lloyd's contact details are as follows:

Fidentia House
Walter Burke Way
Chatham Maritime
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225

Ultimately, should you remain dissatisfied with Lloyd's final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The FOS’s contact details are as follows:
Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: +44 (0)300 123 9 123
Should you remain unhappy you can contact the Financial Ombudsman Service (FOS) by writing to:

Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: +44 (0)300 123 9 123


If you make a complaint your legal rights will not be affected. Please note that the FOS will not deal with your complaint if you submit it to them sooner than 8 weeks after receipt of the complaint by ourselves or longer than 6 months after you have received a final letter from us. Please also note that should you not respond within 8 weeks to our letters, we will consider the complaint closed.

If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on

Note: If you ask someone else to act on your behalf you should provide us with written authority to allow us to deal with them. If you employ a professional to represent you, you will need to meet their costs yourself.

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