Complaints procedure
If something has gone wrong, tell us in one email and we will tell you honestly whether it is ours to fix or the insurer's — and then who to speak to next.
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How to complain
Email complaints@bluebirdinsurance.co.uk with your order reference, the registration you entered, and what happened. You can also write to Klaptocz Consultants Limited, 17 Broomfield, Elstead, Godalming, Surrey, GU8 6HH.
Our timescales
We work to fixed timescales so you are never left waiting without an answer.
- Acknowledged within one working day
- A substantive answer within five working days for anything about payment, refunds or documents
- A final written response within eight weeks for everything else
Complaints about the insurer
If your complaint is about a premium, a cover decision, a declined request, policy wording or a claim, it belongs to the insurer that issued or refused the policy — we will identify them and pass the complaint over with your order file. If the insurer does not resolve it within eight weeks, or you are unhappy with its final response, you can refer the matter free of charge to the Financial Ombudsman Service within six months.
Refunds
Where an insurer declines a request we forwarded, we refund our preparation fee in full without needing a complaint. Where cover was issued, premium refunds are the insurer's to make under its own cancellation terms, and very short policies may fall below its minimum premium.
Frequently asked questions
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