Looking after you and your pet is at the heart of what we do. We always aim to provide a high standard of service, but we understand that sometimes things don’t go as expected.
If you’re unhappy with any part of our service, we want you to tell us. We promise to listen, treat you fairly, and do everything we can to put things right as quickly and simply as possible.
We’re not here to make things difficult. Our complaints process is designed to be clear, accessible, and supportive.
When you contact us, we will:
Where possible, we aim to resolve concerns early and informally, without the need for further action.
Every complaint is taken seriously and handled consistently. This means:
We also use what we learn from complaints to improve our service and prevent the same issue from happening again.
Complaints help us make things better. We regularly review complaint themes and outcomes to improve our products, processes, and customer experience.
We also report complaints information to the Financial Conduct Authority in line with regulatory requirements. This helps ensure we continue to act in good faith, avoid foreseeable harm, and deliver fair outcomes for our customers.
We understand that some customers may need extra support when raising a concern or complaint. This could be due to health conditions, disability, bereavement, financial difficulties, caring responsibilities, or significant life events.
If you feel that you may need additional support at the time you contact us, or if your circumstances change during the complaints process, please let us know. You do not need to give full details — just telling us that you need additional support and details of what they may look like is enough.
When supporting vulnerable customers, we will:
We aim to ensure that all customers experience outcomes that are fair, supportive, and appropriate to their needs.
If you would like us to take your circumstances into account, please let us know when you contact us, or at any point during the complaints process. We are here to help and will always treat this information sensitively and confidentially.
If you’re not satisfied with our response, we’ll explain your next steps clearly, including how you can raise your concerns with the Financial Ombudsman Service.
Our aim is always to reach a fair outcome and to support you throughout the process.
To help us deal with your concern promptly, please let us know as soon as possible. You can make a complaint in any of the following ways:
By phone: 020 3750 0022
9am–5pm Monday–Friday (excluding bank holidays)
By email: [email protected]
By post:
Lifetime Pet Cover
The Old Diary
Western Court
Bishops Sutton
New Alresford
Hampshire
SO24 0AA
If your concern relates to how a claim has been handled, please contact the team that processed your claim.
If your policy number starts with SCR:
Contact Trent-Services (Administration) Ltd
By phone: 01285 626050
9am–5pm Monday–Friday (excluding bank holidays)
By email: [email protected]
By post:
Trent-Services (Administration) Limited
Trent House
Love Lane
Cirencester
Gloucestershire
GL7 1XD
If your policy number starts with COV:
Contact Covea Insurance plc, Pet Claims team
By phone: 03300 242 493
By email: [email protected]
By post:
Covea Insurance Plc
Pet Claims
A + B Mills
Dean Clough
Halifax
HX3 5AX
Please include your policy number (on your Certificate of Insurance) when you submit a complaint — this helps us respond quickly.
When you raise a complaint with us, our aim is to make the process as smooth and straightforward as possible.
We will:
Your complaint will be reviewed by someone who has the appropriate training and authority to help resolve it.
We start working on your complaint as soon as we receive it:
Within 1-3 working days:
We will respond to let you know we’ve received your complaint.
If we can resolve the issue quickly at this stage, we’ll let you know straight away.
If we can’t conclude within 1-3 working days:
We’ll aim to investigate your complaint and provide a formal initial response letter within 5 working days.
More complex complaints:
Some issues take longer to investigate. If we need more time, we will send you a letter explaining:
After 4 weeks:
We aim to fully investigate and confirm the outcome of your complaint within 4 weeks. If your complaint still hasn’t been resolved in that timeframe we will continue to try and resolve this within the 8 weeks set out by the Financial Conduct Authority.
Within 8 weeks:
We will issue a final response letter explaining our findings and giving you information about your right to take your complaint to the Financial Ombudsman Service (FOS).
If you remain unhappy after we’ve sent our final response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). This is a free, independent service that can review your complaint.
You should normally refer your complaint to the FOS within six months of the date of our final response letter. If you do not do this within six months, the Ombudsman may not have permission to consider your complaint, unless exceptional circumstances apply.
Referring your complaint to the FOS does not affect your legal rights.
By phone: 0800 023 4567
By email: [email protected]
By post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Still have questions?
Get in Touch