We take all complaints seriously. If your wish to register a compliant about our service, then please contact The Complaints Department, either:

In the first instance any dispute should be referred to Advance Underwriting Limited or Rallycover. Rally Cover is a trading name of Advance Underwriting Ltd who are authorised and regulated by the Financial Conduct Authority. If the dispute cannot be resolved by your contact at Rallycover, please make contact with us :

The Compliance Officer: Advance Underwriting Limited, Office 14, Basepoint Business Centre, 70-72 The Havens, Ipswich, IP3 9BF

By Telephone: +44 (0)1473 711475
Or by Email:

We will acknowledge your complaint within 7 working days.

You will need to quote your policy number shown in the Schedule. In the event that the above have not resolved matters within 8 weeks of you writing to them the problem can be referred to the Financial Ombudsman Service.

If your insurance is underwritten at Lloyd's and you are not satisfied with the outcome and wish to take the matter further, you can do so at any time by referring the matter to:

Complaints Department
Lloyd’s Market Services
One Lime Street, London

If we are unable to settle your complaint with us, you may, if eligible, refer it to the Financial Ombudsman Service

FOS will only consider your complaint if you have given us the opportunity to resolve it and you are a private Policyholder, a business with a group turnover of less than EUR 2 million and/or fewer than ten employees, a charity with an annual income of less than EUR 2 million, or a Trustee with a net asset value of less than EUR 2 million.

Whilst we are bound by the decision of the FOS, you are not, and following the Complaints Procedure above does not affect your right to take legal action.

In writing at: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR or via or by telephone: 0845 080 1800

If you are a consumer, as defined by your local regulator, and you are domiciled in the EU you may also be able to submit your complaint via the EU ODR (online dispute resolution) platform. This allows consumers to submit complaints to be trader based in their or another EU member state and is available at:

Please note that if you are domiciled outside the United Kingdom, different countries have differing definitions of complaints and eligible complainants and differing complaints procedures and dispute resolution bodies. The relevant procedure is available in your certificate schedule but if you have not received it and wish to make a complaint please contact us and we shall provide you with the details.