How to Complain

At Cover4Cycles, our aim is simple: to give cyclists affordable, dependable insurance backed by genuine expertise. But even with the care we put into our products and service, we know that sometimes things don’t go the way they should.

When that happens, hearing from you is incredibly important. Your feedback not only helps us understand what went wrong, but also allows us to keep improving.

If something hasn’t met your expectations, please let us know. We’re committed to handling your concerns fairly, promptly, and with the same trust and transparency that underpin all Cover4Cycles policies.

How to Raise Your Complaint

You can reach us using whichever method is most convenient for you:

You can contact us by completing our contact form and selecting “I want to make a complaint” as your reason for contact.

Contact Form

Or you can send the details of your complaint to complaints@cover4cycles.com.

Email Us

Alternatively, you can write to us at:

Cover4Cycles
Bury House
1–3 Bury Street
Guildford
Surrey
GU2 4AW

Choose the option that suits you best. Once we receive your message, we’ll begin reviewing the issue.

Details to Include In Your Complaint

Providing clear information from the start helps us look into your concern without unnecessary delays. When contacting us, please try to include as much information as possible, including:

  • Full name
  • Preferred contact details
  • Policy number
  • Description of what’s happened and you’re dissatisfied
  • Resolution or outcome you’re hoping for
  • Supporting documents or evidence related to the issue

After submission, your case will be reviewed by a our complaints handler who manages complaint investigations and communication.

What Happens After You Submit A Complaint

Our complaints process follows the standards set out by the Financial Conduct Authority. In practice, this means we aim to handle concerns in a structured and fair manner:

  • Prompt acknowledgement – we confirm we’ve received your complaint
  • Thorough investigation – Our team will review the details objectively
  • Progress updates – We may contact you if further information is needed
  • Final response within 8 weeks – You’ll receive a formal explanation of our findings

Our Final Response will explain the outcome of the investigation, outline any actions we’ve taken (or plan to take), and advise you on your next options if you remain dissatisfied.

In some cases, an issue may not fall within the official FCA definition of a complaint. Even then, we’ll still review the matter carefully and work toward a fair resolution.

When Another Company Is Involved

Occasionally, a complaint may relate to another organisation involved in your cover – such as an insurer, claims handler, or partner provider.

If that happens, we will:

  • Confirm we’ve received your complaint
  • Forward it promptly to the appropriate company
  • Let you know once it has been passed on
  • Continue to assist and remain a point of contact if you’d prefer

Where responsibility is shared, we will work together with the relevant organisation to ensure the issue is investigated properly and fairly.

Financial Ombudsman Service

If you’re not satisfied with our Final Response – or if 8 weeks have passed without one – you have the right to escalate the matter to the independent Financial Ombudsman Service.

This service is free to use and helps resolve disputes between consumers and financial businesses.

Contact details:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567

Website: www.financial-ombudsman.org.uk

Need Additional Support?

We understand that everyone’s circumstances are different. If you’re dealing with challenges such as health issues, bereavement, financial difficulties, caring responsibilities, or communication barriers, please let us know when you contact us.

Our team will do what we reasonably can to make adjustments – ensuring the process is accessible and straightforward so you can raise your concerns with confidence.