Complaints policy

We always aim to provide a great customer experience. But if you ever feel like we haven’t met your expectations, here’s how to make a complaint.

Online

You can contact our customer support team in the app, 24/7.

Let them know what’s gone wrong, and they’ll refer your concerns to our complaints team.

If you’re not logged in, or if you’ve deleted your account, we may need to verify your identity before we can handle your complaint.

Email

You can also email us at support@cuvva.com

We need to make sure that we’re not sharing your personal information with anyone else. So we'll only be able to reply to the email address that’s on your Cuvva account.

Be sure to get in touch from that email address, or we may not be able to get back to you.

Post

Send a letter to:

Complaints Team at Cuvva, 6th Floor, Senna Building, Gorsuch Place, London, E2 8JF

Phone

Leave us a voicemail on 020 3828 7385. We'll review your complaint within 3 working days.

Accessibility

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

We’ll usually reply within 3-5 working days

We’ll aim to reply to your complaint as soon as we can, and within 3-5 working days.

It can sometimes take a bit longer for us to get back to you. But we'll always reply within the 8 week deadline set by the Financial Conduct Authority.

What happens next?

We hope that our reply will resolve your complaint. But if you're still unhappy, you can escalate your complaint to the Financial Ombudsman Service.

It’s a free service, and you can do this anytime within 6 months of the date of our response.

You can contact the Ombudsman by phone, email, or by using their online form. Check out their website for more details.

We don’t handle claims

Our underwriters deal with the claims process, as well as the finer details of their insurance policies.

So if you're unhappy with the underwriters, it’s best to contact them directly.

You can find their details in your policy documents. But if you’re struggling to find them, just get in touch with us - we can give you their contact details.

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