At Trusted Insurances we’re committed to providing the very best service at all times, but we recognise that sometimes things can go wrong. If you’re unhappy with the service you’ve received, or the outcome of a claim, it’s important for us to know this so we can investigate the matter fully. And if something’s not gone right, we can then implement the appropriate changes to make things better.

Our commitment to you

When we receive a complaint, we promise to deal with it promptly, effectively and in a positive manner. We will keep you informed on the progress of our investigation and adhere to the timelines set out by the Financial Conduct Authority (FCA).

How to let us know about a complaint or problem

You can either write to us - The Customer Relations Team, Trusted Insurances, Suite 2209-2217 Eurotowers, Europort Road, Gibraltar
Or email

The following outlines how we deal with complaints and what you can expect from us

  • We will acknowledge your complaint within five working days of receiving your complaint.

  • We will investigate your complaint and endeavour to send a final response within four weeks following receipt of your complaint. If we are unable to provide you with a final response within this timeframe, we will send you an update to let you know what is happening.

  • Where we have been unable to issue a final response within four weeks, we will endeavour to send a final response to you within eight weeks of receiving your complaint. If we are unable to provide you with a final response within this timeframe, we will write to you explaining why and advise you when you can expect a final response.

  • If more than eight weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process), you can contact the Financial Ombudsman Service (FOS) -
    Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
    Or by calling – 0800 023 4567

    The purpose of the Financial Ombudsman Service is to help resolve complaints if you’re unhappy with the response received from your provider. The service is impartial and there’s no charge. Whilst the provider must adhere to the decision of the FOS you are not, and your legal rights are not affected by contacting them.

    You can find out more by visiting their website

  • Please be aware that the Financial Ombudsman Service will only be able to review your complaint after Trusted Insurances have reviewed it and had the opportunity to resolve it. You must refer your complaint to the Financial Ombudsman Service within six months of the date of the final response.

Trusted Insurances™ is a trading name of Taurus Insurance Services Limited,, which is an insurance intermediary licenced and authorised in Gibraltar by the Financial Services Commission under Permission Number 5566 and authorised to passport general insurance intermediary services into the UK. We are registered with the Financial Conduct Authority in the UK under registration number 444830. The insurance is underwritten by ERGO TIS on behalf of Great Lakes Insurance UK Limited. Great Lakes Insurance UK Limited is a company incorporated in England and Wales with company number 13436330 and whose registered office address is 10 Fenchurch Avenue, London, United Kingdom, EC3M 5BN. Great Lakes Insurance UK Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference Number 955859. You can check this on the Financial Services Register by visiting; This policy is underwritten by ERGO TIS, registered in England and Wales, company number 11091555. ERGO TIS is authorised and regulated by the Financial Conduct Authority, register number 805870, with registered office at 10 Fenchurch Avenue London, EC3M 5BN.

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