Complaints and cancellations

How do I make a complaint?

Your feedback matters to us and helps us improve the services we provide to our customers.

Get in touch and let us know about your experience of protecting your loved ones with life insurance from Beagle Street.

To make a complaint you can either:

• Call us on 0800 048 0480
• Email us at [email protected]
• Write to us at Beagle Street Life Insurance, 16-17 West Street, Brighton, BN1 2RL.

Please ensure you provide your full name, date of birth, email address and postcode when contacting us via email.

Our offices are open:

• Monday-Friday: 8am-8pm
• Saturday: 9am-5pm
• Bank Holidays: 9am-5pm

We try to resolve telephone complaints within three days. If we can’t; we’ll acknowledge your complaint in writing within another three days, along with details of the next steps we’re taking to resolve the issue.

Within four weeks, you’ll receive either a final decision from us, or a letter explaining why we’ve been unable to resolve your complaint.

If we’ve not managed to resolve things, you’ll also receive details of when we’ll be in touch again to take things forward.

If, after eight weeks, you’ve not received a final response, we’ll send you a letter with more details, including your right to complain to the Financial Ombudsman.

You can learn more about contacting the Financial Ombudsman in our full terms and conditions.

How do I cancel my policy?

Once your policy has been issued, you have a 30-day cooling off period, during which you can cancel and have all payments refunded to you.

After 30 days, you can still cancel, but payments you’ve made won’t be refunded. To cancel your policy:

• Call us on 0800 247 247
• Email us at [email protected]
• Write to us at Beagle Street, 16-17 West Street, Brighton, BN1 2RL.

Please ensure you provide your full name, date of birth, email address and postcode when contacting us via email.

Our offices are open:

• Monday-Friday: 8am-8pm
• Saturday: 9am-5pm
• Sunday: Closed
• Bank Holidays: 9am-5pm