LEGAL

Complaints Procedure

Last updated: September 2026

This is placeholder template content for illustration purposes only and is not regulatory advice. A real complaints procedure must meet the FCA's DISP rules in full — have this reviewed by a qualified compliance professional before publishing a live site.

1. We're sorry things haven't gone to plan

If our service, or the service of an insurer we've arranged cover with, hasn't met your expectations, please tell us — most issues can be resolved quickly once we understand what's happened.

2. How to complain

Email: [email protected]
Phone: +44 (0)20 7183 8420
Post: Sea Champions Assurance Limited, 1 King William Street, London EC4N 7AF, United Kingdom

Please include your name, policy or quote reference (if you have one), and as much detail as possible about what happened.

3. What happens next

Acknowledgement — we'll acknowledge your complaint promptly, normally within 3 business days.
Investigation — a member of our team who was not directly involved will look into what happened.
Final response — we aim to resolve most complaints well within 8 weeks. If your complaint concerns an underwriting insurer rather than us directly, we may need to pass it to them, which can affect timing.

4. If you're not satisfied

If we haven't resolved your complaint within 8 weeks, or you're unhappy with our final response, you have the right to refer the matter, free of charge, to the Financial Ombudsman Service (FOS) — provided you're eligible under their rules (this generally covers individuals and small businesses).

Financial Ombudsman Service
Exchange Tower, London E14 9SR
Phone: 0800 023 4567
Website: financial-ombudsman.org.uk

You normally need to refer your complaint to the FOS within 6 months of the date of our final response.

5. Data protection

Any personal data you share with us as part of a complaint is handled in line with our Privacy & Cookie Policy.