Complaints

Countrywide is committed to providing the highest standards of service, but as you’d expect for a firm handling thousands of enquiries every week, there may be the odd occasion where our service doesn’t quite hit the mark.

When we do get things wrong, we want to hear from you, and we promise we’ll do our utmost to fix things as quickly as possible.

If you have a complaint, please contact us in one of the following ways:

  • Write to: The Underwriting Manager, Countrywide Legal Indemnities, St. Crispins, Duke Street, Norwich NR3 1PD
  • Call: 01603 617617
  • Email: complaints@cli.co.uk

If applicable, please quote the policy number or quote reference on all correspondence.

How we will respond

We will attempt to resolve the complaint to your satisfaction by close of business on the third working day following receipt. If this is not possible, we will send you a written acknowledgement and refer your complaint to the Head of Compliance at Liberty Legal Indemnities, who will provide you with a written response within 14 days of first receipt of your complaint.

If you’re still not satisfied

If you are still not satisfied with the response provided, or you have not received a response within the 14 day period, you may be referred to the Financial Ombudsman Service. Further details will be provided at this stage of the complaints process.