How to make a complaint

Complaints Procedure

Should you wish to make a complaint, you may do so by telephoning on 01892 280323, emailing complaints@newmooninsurance.com or by writing to:

The Customer Services Manager, New Moon Musicians Insurance, Pine Grove Business Centre, Pine Grove, Crowborough,
East Sussex, TN6 1DH.

We take all complaints seriously and will endeavour to respond immediately. Where this is not possible, we will acknowledge your complaint within 5 business days confirming the name of the member of staff dealing with your complaint.

We will provide you with a full written response within 20 business days or explain the current position and agree a time scale for a full response. If upon receipt of the full response from New Moon Musicians Insurance you remain dissatisfied you may be eligible to refer your case to the Financial Ombudsman Service (FOS).

The FOS is an independent body that arbitrates on complaints. They can be contacted at:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0800 0234567 (for landline users) 0300 1239123 (for mobile users).
Email: complaint.info(at)financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

You have six months from the date of our final response to refer your complaints to the FOS. This does not affect your right to take legal action, however, the FOS will not adjudicate on any case where litigation has commenced.