How we handle complaints


We take great pride in the way that we deal with our clients but accept that sometimes there may be cause for concern. Where this happens our aim is to rectify any issues as soon as we can without any inconvenience to you, if this is possible.

However, should you wish to register a formal complaint, please contact the Central Operations Team at Blenheim House, 1-2 Bridge Street, Guildford, Surrey GU1 4RY, by email to or telephone on 01483 407440, explaining what your concern is.

On receipt, your complaint will be acknowledged and you will receive a copy of our complaints handling procedure. The matter will then be investigated in line with our procedure and the findings will be reported to you in writing.

If we cannot reach agreement you may be entitled to refer your complaint, free of charge, to the Financial Ombudsman Service, subject to certain time limits. This may not be available to you if the complaint is on behalf of a business with turnover of more than €2 million or at least ten employees, or a charity/trust with income/assets over £1 million.

The Financial Ombudsman Service is an independent service in the UK for settling disputes between businesses providing financial services & their clients. Their web site address is:

Full details of how they can be contacted are shown on their website and you will also be provided with full details when we send to you our written conclusions from our investigation of your complaint.


© 2018 Ptarmigan Underwriting UK. All rights reserved.

Ptarmigan Underwriting UK is a trading style of Stackhouse Poland Ltd which is authorised & regulated by the Financial Conduct Authority in respect of General Insurance Business. Our firm’s reference number is 309340, which can be checked by visiting the FCA Register.

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