Making a Complaint


At Onequote Direct, our aim is to get everything right, first time, every time. If a mistake is made we aim to put it right quickly. To start the process of reporting a complaint all you need to do is Live Chat us. Live Chat is available in the Customer Portal.

  • Live Chat us
  • e-mail: complaints@europa-group.co.uk


Once your complaint has been received it will be treated with the highest importance.

Within three working days we will:

  • Write or e-mail you to confirm that we've received your complaint
  • Attempt to resolve your complaint straight away


If we are unable to resolve the complaint immediately, then within four weeks we aim to:

  • Give you a Final Response to the complaint, with all the reasons for the actions or decisions we have taken to resolve the complaint, along with details of the Financial Ombudsman Service; OR
  • Explain why it is not yet possible to give you a Final Response, and let you know when we will be ready to do so.


We hope that our response will never exceed eight weeks but should it do so, we will explain why it has not been possible to give you a Final Response, and let you know when we will be ready to do so. At this point we will also advise you of your rights under the Financial Ombudsman Service.

This is a free, independent service for resolving complaints about most financial matters.*

If you're not happy with our Final Response to your complaint, or with the reasons given for any delays beyond eight weeks, you can contact the Financial Ombudsman Service using the details below:

  • Telephone: 0800 0234567 / 0300 123 9123
  • e-mail: complaint.info@financial-ombudsman.org.uk
  • Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR


Any complaint referred to the Financial Ombudsman Service needs to be made within six months of the date of the Final Response. It is possible that your complaint may not be eligible for referral to the Financial Ombudsman Service. If so, one of their staff will still be able to advise you on your options, or you might prefer to seek your own professional or legal advice.

*Source: www.financial-ombudsman.org.uk

© 2024 All Rights Reserved

One Quote Direct Insurance Services Ltd is an appointed representative of Europa Group Limited which is authorised and regulated by the Financial Conduct Authority. Europa Group Limited's Financial Services Register number is 309794. Registered as a limited company in England and Wales No 5479983. Registered office: Europa House, Midland Way, Thornbury, Bristol, BS35 2JX.