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Making a Complaint

Service Guarantee

For enquiries or complaints relating to arranging, providing or administering your Service Guarantee, please telephone Shop Direct Finance Company Limited (SDFC) on 0800 092 9051 or write to the following address:

  • Insurance Customer Services,
  • Sandringham House,
  • Sandringham Avenue,
  • Chelmsford,
  • CM92 1LH.

Please remember to quote your Service Guarantee number shown on your Confirmation Schedule when submitting an enquiry or complaint.
Where you have submitted a complaint, depending on the nature of the issue you are raising, SDFC (Shop Direct Finance Company Ltd) may forward your complaint to SDHS (Shop Direct Home Shopping) if it would be more appropriate for them to handle. Otherwise, SDFC will handle your complaint on behalf of the Provider.
None of the above affects any statutory right of action you may have.

Protect - Repair

If you have a complaint about the sale of your policy, how your policy has been administered or a claim that you have made on your policy, please contact Shop Direct Finance Company Limited (SDFC) on 0800 092 9051 or by writing to:

  • Insurance Customer Services,
  • Sandringham House,
  • Sandringham Avenue,
  • Chelmsford,
  • CM92 1LH.

In some cases the administrator may refer your complaint to Novus Underwriting Limited. You can contact Novus Underwriting Limited by email at complaints@novusunderwriting.com or by writing to:

  • 4th Floor,
  • 34 Lime Street,
  • London EX3M 7AT.

If you are not happy with the outcome of your complaint, you have the right to refer your complaint to the Financial Ombudsman Service. You can contact the Financial Ombudsman Service by writing to:

  • The Financial Ombudsman Service,
  • Exchange Tower,
  • Harbour Exchange Square,
  • London E14 9SR.
  • or by telephone on 0300 123 9 123
  • or by visiting www.financialombudsman.org.uk.

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.