At Eversure, we always strive to deliver the highest standard of service possible. However, we recognise sometimes things can go wrong.

If you are dissatisfied with any aspect of our service, please let us know. Your feedback helps us understand what has happened, allows us to put things right where possible, and supports us in improving our service for you and our future customers.

We take all complaints seriously and view them as an opportunity to improve.

Making Your Complaint

The best way to register your complaint with us is by:

• Complete our online contact form with your reason for contacting being 'I want to make a complaint'
• Emailing us at complaints@eversure.com
• Using our live chat facility which is accessible via the icon on the bottom right hand corner of your screen

These are the most efficient ways to get in touch, however if you would prefer to write to us, please send your letter to:

Eversure Limited, Bury House, 1–3 Bury Street, Guildford, Surrey, GU2 4AW

What We Need From You

To help us deal with your complaint as quickly as possible and avoid unnecessary delays, please provide as much information as you can, including:

• Your full name and contact details
• Your policy number
• Details of what has happened and why you wish to complain
• Details of what would resolve this matter for you
• Copies of any relevant supporting documents

Your complaint will be passed to our complaints handler who manages all complaint-related queries.

Receiving Your Complaint

We use the Financial Conduct Authorities (FCA) definition when identifying and handling complaints and will follow the steps below in handling your complaint:

• Acknowledge receipt promptly
• Investigate the matter thoroughly and impartially
• Keep you informed of progress or updates where necessary
• Issue our Formal and Final Response within 8 weeks, which will communicate our findings, any action we have or will take, and further options if you are still not satisfied

Please note, that not every concern or complaint will meet the FCA's definition of a complaint.

If we determine that your issue does not fall within this definition, we will take your concern seriously and aim to resolve the matter promptly and fairly for you.

In some cases, your complaint may relate to your insurer or claims handler. Where your complaint concerns the actions or service of a partner, we will:

• Acknowledge your complaint promptly
• Pass the complaint to the relevant company as soon as possible and confirm this to you

If the responsibility is shared, we may work with them to ensure your complaint is investigated fully and fairly. We will continue to support you throughout this process and will remain your point of contact if preferred.

Financial Ombudsman Service

If you remain dissatisfied following our Final Response, or if this has not been issued to you within 8 weeks of your complaint being raised you may refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service provides a free, independent service for resolving disputes.

You can get in touch with them online at www.financial-ombudsman.org.uk, by calling them on 0800 023 4567, or by sending a letter to:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Let Us Know How We Can Support You

We want to know how we can best support you. If you have circumstances, such as health conditions, financial difficulties, bereavement, caring responsibilities, or communication barriers, whether temporary or permanent, then please let us know using your preferred method of communication as listed within the aforementioned 'Raising Your Complaint' section.

We will take reasonable measures to adapt our communication and provide you with additional assistance to guide you through the complaints process.

Complaints Data Publication – Reporting Period 01.05.2025 – 31.10.2025