How to make a complaint

Haven Knox-Johnston’s aim is to ensure that all aspects of Your insurance are dealt with promptly, efficiently and fairly at all times and are committed to providing You with the highest standard of service.

If You have any questions or concerns about Your Policy or the handling of a claim You should, in the first instance, contact Haven Knox-Johnston or Your broker where applicable. In the event that You remain dissatisfied and wish to make a complaint, You can do so at any time. Making a complaint does not affect any of Your legal rights.

Haven Knox-Johnston’s contact details are:

Post:  Complaints,
Haven Knox-Johnston
Malling House, Town Hill,
West Malling, Kent, ME19 6QL

Tel:      +44 (0) 1732 223 600

E-mail: [email protected]

If You are dissatisfied with the outcome of Your complaint, You may have the right to refer your complaint to an alternative dispute resolution body.

If You live in the United Kingdom or the Isle of Man, the contact information is:

Post:    The Financial Ombudsman Service,
Exchange Tower, London, E14 9SR

Tel:      0800 023 4567
(calls to this number are free from ‘fixed lines’ in the UK)

0300 123 9123 (calls to this number cost the same as 01 and 02 numbers on mobile phone tariffs in the UK)

E-mail: [email protected]


If You live in the Channel Islands, the contact information is:

Post:    Channel Islands Financial Ombudsman, PO Box 114, Jersey, Channel Islands, JE4 9QG

Tel:      Jersey +44 (0) 1534 748 610

Guernsey +44 (0) 1481 722 218

International +44 1534 748 610

E-mail: [email protected]


Please note:

  • You must refer Your complaint to the Financial Ombudsman Service within six months of the date of Our final response.
  • The Financial Ombudsman Service will consider a complaint from private individuals or from a small to medium enterprise (SME) which has an annual turnover of less than £6.5 million (or its equivalent in any other currency) and;
  1. Employs fewer than 50 persons; or
  2. Has a balance sheet total of less than £5 million (or its equivalent in any other currency)