Our complaints policy

Making a complaint

We always want to give you an exceptional level of customer support. But if you’re unhappy with Cuvva and would like to make a complaint, you can let us know by chatting to us in the app. You can also contact us at [support@cuvva.com]. We’re available all day, every day.

If you’d like to make a complaint over the phone, you can leave us a voicemail by calling 020 3828 7385. We’ll review your voicemail within 72 hours. For data protection reasons, we’ll only be able to reply to the email address associated with your Cuvva account. So be sure to give us an email address that’s linked to your Cuvva account, or we may not be able to get back to you.

If you’d prefer, you can write to:

Complaints team at Cuvva 3 Angel Square London EC1V 1NY

The insurers are responsible for the underlying insurance policy and related claims. So if you're unhappy with the insurers, you can contact them directly. If you need any information, check out your insurance contract or get in touch with us.

If you have any particular communication needs, please let us know. We’ll do our best to help.

What happens next?

We’ll aim to reply to your complaint as soon as we can, and within 3-5 business days. Bear in mind it can take a bit longer in some cases. But we’ll always reply within the 8 week deadline set by the regulations.

If we've had a chance to reply to your complaint and you're still unhappy, you can refer your complaint to the Financial Ombudsman Service free of charge. But you have to do this within 6 months of the date of our final response.

How to get in touch with the Financial Ombudsman

You can call the ombudsman on 0800 023 4567 or 0300 123 9123.

You can write to the ombudsman at:

Financial Ombudsman Service Exchange Tower London E14 9SR

You can visit the ombudsman's website for more information, including an online version of their consumer leaflet.

Other ways to give feedback

You can ask to take part in some of our user research, and you can share your thoughts by chatting to us in the app. We'll pass your feedback on to the relevant team 🙂

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Cuvva is authorised and regulated by the UK Financial Conduct Authority. (#690273)