Complaints Procedure

If you have a complaint about your insurance product or the service you have
received, please find guidance below.

Canopy strives to do everything to ensure our clients receive the best possible service. If you are not satisfied with the level of service provided by us, we will endeavour to resolve this as
soon as possible.

If you consider that you have cause to complain, the following information will advise you:

  • How to make a complaint
  • The procedures we are committed to follow in ensuring your complaint is
    dealt with promptly, fairly and effectively
  • What options are open to you if you are not satisfied with our response

How to make a complaint
If you wish to complain, you can contact us at any time by emailing

Our complaints handling procedure

  1. We aim to resolve your concerns, whenever possible, by close of business
    on the third working day after we
    receive your complaint. If this is not possible, we will promptly acknowledge
    your complaint in writing no later than five working days after receipt.
  2. If your complaint concerns the provision of (or failure to provide) a
    service by another firm authorised by the Financial Conduct Authority, such as
    an insurer, we will promptly refer your complaint in writing to the firm. In
    these circumstances we will provide you with the full contact details for the
    firm and, if the other firm is solely responsible, our final response.
  3. We will endeavour to resolve your complaint at the earliest possible
    stage. We will thoroughly investigate the matter and will usually send our summary
    resolution communication within five days or a final response to you in writing
    no later than eight weeks after receipt of your complaint.
  4. We will keep you regularly informed of our progress and the measures
    being taken to resolve your complaint. If our response is not issued within
    four weeks of the date we received your complaint, we will issue a letter to
    you explaining why we have been unable to resolve your complaint and indicate
    when we will make further contact. You are welcome to contact us at any time to
    check the status of our investigation.
  5. If, after eight weeks, you are still waiting for us to respond, we will
    write to you explaining why we have been unable to conclude your complaint and
    the options available to you.
  6. If you are either a private individual or an enterprise involved in
    economic activity that employs fewer than 10 persons and has a turnover or
    annual balance sheet that does not exceed €2 million, you may refer your
    complaint to the Financial Ombudsman Service (FOS), provided we have had an
    adequate opportunity to resolve your complaint first. We will advise you of the
    time limits for making a referral to the FOS and supply a copy of the FOS
    explanatory booklet with our final response. The FOS can be contacted by:
  7. The European Commission has established an Online Dispute Resolution Platform (ODR Platform). It is specifically designed to help customers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU. You can submit your complaint online through the ODR platform in any of the official languages of the EU. The ODR platform can then submit your complaint to the Financial Ombudsman Service to facilitate resolution of your complaint.

    You may use the ODR service if you are resident in the EU and have a complaint about a product or service purchased from us online using the following link:
    As the ODR platform will ultimately re-direct your complaint to the
    Financial Ombudsman Service, you may prefer to contact us or the Financial
    Ombudsman Service directly in the first instance.

    If using the ODR Platform you may find the following information helpful:
  • Our website address:
  • Our registered address: First Floor, Buckhurst House, 42/44Buckhurst Avenue, Sevenoaks, Kent, England, TN13 1LZ.