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Making a Complaint

Write to us if you have a complaintAt iCarhireinsurance, we are committed to going the extra mile for our customers and wherever possible, exceeding their expectations.  If you believe that we have not delivered the service you expected, or you are concerned about any aspect of our service, please let us know.

Please provide us with all the information required* and we will make sure your enquiry is handled quickly and effectively. We will use the information you give us to provide valuable feedback about our service. If you do not require a response please let us know.

iCarhireinsurance (Halo Insurance Services Limited) are authorised to issue a final response to your complaint but where appropriate, the final response may be issued by your insurer, Zurich Insurance plc.

*Information required:

Your First and Last Name
Your Main Home Address
Your Contact Telephone Number
Your Policy Number of Claim Reference (if applicable)

Email us:

This email address is being protected from spambots. You need JavaScript enabled to view it.

or write to us at:

The Complaints Department
Halo Insurance Services Limited
Parkview, 82 Oxford Road

We promise to:

♦ Get your complaint to the right person and get in touch with you promptly.
♦ Fully investigate your complaint, treating your complaint fairly and independently.
♦ Keep you informed of progress and do everything possible to resolve your complaint.
♦ Learn from our mistakes and use the information from your complaint to proactively improve our service.
♦ Once we have reviewed your complaint we will issue our final decision in writing.

If you are still not satisfied:

If you are still not satisfied after the review, or you have not received a written offer of resolution within eight weeks of the date we received your complaint, you can refer your complaint to the Financial Ombudsman Service. They can be contacted at:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR

Tel: +44 (0) 800 023 4567
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

You must approach the Financial Ombudsman Service within 6 months of our final response to your complaint. We will remind you of the time limits in our final response. Your rights as a customer to take legal action remains unaffected by the existence or use of any complaint procedures referred to above. However, the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.

Policy Information

Download to read the Insurance Product Information Document (IPID) highlighting key information and benefits of our car hire insurance policy.


Important information you can download about the terms and conditions of our car hire insurance policy.