Insurance Hero Complaints Policy
Updated: October 5th, 2026
Insurance Hero is operated by MONEY MARVEL LIMITED, incorporated in the UK, Company number 06021635, located at 71 Shelton Street, Covent Garden, London, WC2H 9JQ, UK. We are committed to providing a high standard of service to all our clients.
We acknowledge that we may not always meet everyone’s expectations, and when we don’t, we want to hear about it.
This helps us to improve our standards. This policy outlines the procedure we follow when we receive a complaint.
Our Commitment
We are committed to resolving complaints fairly, consistently, and promptly. We will ensure that:
- All complaints are treated seriously.
- All complaints are dealt with promptly.
- All complaints are treated in confidence.
- We investigate all complaints thoroughly and fairly.
- We take appropriate action to resolve the complaint and prevent it from recurring.
How to Make a Complaint
If you have a complaint, please contact us with the details.
You can contact us:
- By email: complaints@insurancehero.org.uk
- By phone: 0203 129 88 66
- By post: Insurance Hero, 71 Shelton Street, Covent Garden, London, WC2H 9JQ, UK
We ask that you provide as much information as possible to help us understand and resolve your complaint quickly.
What Happens Next?
Once we receive your complaint, we will:
- Acknowledge receipt of your complaint within five working days.
- Investigate your complaint thoroughly and fairly.
- Endeavour to resolve your complaint within four weeks. If this is not possible, we will explain why and set a new deadline.
- Provide a final response within eight weeks, including details of our findings, actions taken, and proposals to resolve your complaint.
Escalating Your Complaint
If you remain dissatisfied, we will explain any further complaint or dispute-resolution options available for your particular complaint. Access to the Financial Ombudsman Service depends on whether the complaint and business fall within its remit.
Our final response to your complaint will provide details of their service and how to contact them.
Confidentiality
All complaints received will be treated in confidence and in accordance with our Privacy Policy.
Related Policies
Our commitment to resolving complaints is supported by various internal policies and procedures, including:
- Terms and Conditions
- GDPR Compliance Statement
- Cookie Policy
- Non-Discrimination Statement
- Modern Slavery Statement
- LGBTQ+ Policy
- Accessibility Policy
We regularly review and update our policies to reflect our commitment to resolving complaints and improving our service.
Contact Information
If you have any questions or concerns regarding our Complaints Policy, please get in touch with us at complaints@insurancehero.org.uk or by mail at:
Insurance Hero
71 Shelton Street
Covent Garden, London
WC2H 9JQ
UK
Steve Case is a seasoned professional in the UK financial services industry, with over twenty years of experience. At Insurance Hero, Steve is known for simplifying complex insurance topics, making them accessible to a broad audience. His focus on clear, practical advice and customer service excellence has established him as a respected leader in the field.
