How to make a Complaint

We aim to provide customers with a high level of service at all times. However, if you have any reason to complain about the service you have received from Equestrian World Insurance Services then please contact us as soon as possible.

You can complain in writing or verbally at any time to:

Complaints Officer
Equestrian World Insurance Services
8th Floor Buchanan Tower
G33 6HZ

Tel No: 0141 427 7722

Complaints handling procedures

  • We will promptly acknowledge all complaints and attempt to resolve them as soon as reasonably possible.
  • All complaints will be investigated diligently and impartially.
  • We will respond formally to your complaint as soon as possible.
  • We will keep you informed of the progress of the investigation.

If you are not satisfied with our response or we have not completed our investigation after eight weeks we will inform you of your right to take the complaint to:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Tel: 08000 234 567

This complaints procedure does not affect your right to take legal proceedings.

The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service at


Happy customers

“On making my claim, Melanie at EWIS explained the entire process to me and sent me out the relevant forms to provide to the Vet.  The ability of the insurance company to pay the vet directly took an enormous financial stress away. While the situation was very upsetting, EWIS communicated throughout the process by phone and email, and while I was nervous about submitting such a significant claim, Melanie was confident, calm and supported me with all the paperwork. I have both of my children’s ponies insured, and after such a positive experience at a very distressing time, I wouldn’t choose to insure with anyone else.”

Sally Will