FAQs

Complaints and cancellations

Summary: Your feedback matters to us and helps us improve the services we provide to our customers. Get in touch and let us know about your experience of protecting your loved ones with life insurance from Beagle Street.

Contents

How do I make a complaint?How do I cancel my policy?Unhappy with an outcome?

How do I make a complaint?

Your feedback matters to us and helps us improve the services we provide to our customers.

Get in touch and let us know about your experience of protecting your loved ones with life insurance from Beagle Street.

To make a complaint you can either:

Please ensure you provide your full name, date of birth, email address and postcode when contacting us via email.

Our offices are open:

  • Monday-Friday: 9am-5:30pm (excluding bank holidays)

We try to resolve telephone complaints within three days. If we can’t; we’ll acknowledge your complaint in writing within another three days, along with details of the next steps we’re taking to resolve the issue.

Within four weeks, you’ll receive either a final decision from us, or a letter explaining why we’ve been unable to resolve your complaint.

If we’ve not managed to resolve things, you’ll also receive details of when we’ll be in touch again to take things forward.

If, after eight weeks, you’ve not received a final response, we’ll send you a letter with more details, including your right to complain to the Financial Ombudsman.

You can learn more about contacting the Financial Ombudsman in our full terms and conditions.

Download our Complaints Handling Procedure PDF

How do I cancel my policy?

Once your policy has been issued, you have a 30-day cooling off period, during which you can cancel and have all payments refunded to you.

After 30 days, you can still cancel, but payments you’ve made won’t be refunded. To cancel your policy:

Please ensure you provide your full name, date of birth, email address and postcode when contacting us via email.

Our offices are open:

  • Monday-Friday: 9am-5:30pm (excluding bank holidays)
  • Saturday-Sunday: Closed

Unhappy with an outcome?

If you’re not happy with the outcome of your complaint, you have the right to refer to the Financial Ombudsman Service within 6 months. This service is free.

Here’s how you can contact them:

Post:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4 567
Email: [email protected]
Website: www.financial-ombudsman.org.uk