Our complaints process

Abbey Legal really values the trust you put in us, and we strive to deliver the highest quality service possible, to you and your clients. If something goes wrong, we need you to tell us, so we can put things right for you, and improve our service for everyone.

I'm not happy, who do I talk to?

You can get in contact with the Abbey Legal Customer Services Manager:
0370 607 8999
Monday to Friday 9am - 5:30pm

AbbeyLegal Protection
20 Fenchurch Street
London EC3M 3AZ

Specific complaints should be communicated to the Abbey Legal Customer Services Manager, but they will also be happy to clarify any issues around making a complaint, and/or our complaints procedures.

What will happen when I make a complaint?

  • We will acknowledge receipt of your complaint within 5 working days of receipt, and tell you who will be responding. This will be an appropriately-qualified person, and this process will not in any way adversely affect other services we may be providing to you.
  • We will aim to send you a final response to your complaint within 4 weeks, but if we cannot, we will write to you let you know. Should we still not be able to finalise our response to your complaint within 8 weeks, we’ll write to you and update you on the date at which we expect to be in a position to finally respond.
  • See full details on the Abbey Legal complaints procedure [pdf].

Complaints procedures: Lloyd’s Syndicate

If your insurer is a Lloyd’s of London syndicate, the complaints process is different.
Download our External Complaints Procedure [pdf].

EU Online Dispute Resolution (ODR)

We really want you to talk to us direct about any complaints. However, if you were sold your insurance online or by other electronic means within the European Union (EU), you may use the EU Online Dispute Resolution (ODR) platform to make your complaint.


The ODR will escalate your complaint to your local dispute resolution service. This process is free and conducted entirely online.