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Complaints

At Citymain, we are committed to improving customer service and any customer dissatisfaction is taken seriously. We believe that our customers deserve to be treated in a courteous, fair and prompt manner. Our goal is to provide an excellent service to all of our customers and clients.

We actively encourage feedback from our customers and take every effort to ensure customer satisfaction. All complaints are investigated thoroughly before the customer is contacted. If something has gone wrong we make every effort to put it right.

Complaints Publication Report


Firm Name = Citymain Administrators Ltd
Group = SPB UK & Ireland Ltd
Period Covered = 1 July 2018 - 31 December 2018

In the second half of 2018 we received 3.8 complaints for every 1,000 policies.

Product/Service Grouping Insurance and Pure Protection
No. of Complaints by volume of business* 0.38% or 3.8 per 1,000 policy holders
No. of Complaints Opened 671
No. of Complaints Closed 563
% Closed within 3 days 15%
% Closed after 3 Days but within 8 weeks 85%
% Upheld 48%
Main Cause of Complaint Delays / Timescales

* per thousand policies in force


Reason for Complaint
Product Performance / Features 11
Product Disclosure Information 29
Errors / Not following Instructions 55
Delays / Timescales 101
General Admin 94
Other 381
No. of Complaints which are claims related 526

How to Complain

If there is any occasion when our service does not meet your expectations, please contact us using the appropriate contact details below and provide the policy/claim number and your name to help us deal with your comments quicker.

Claims or Service related complaints:
Citymain Administrators Limited, 3000 Lakeside, North Harbour, Western Road, Portsmouth, PO6 3FQ.
Telephone: 0333 999 7920 (local rate)

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than €2million and fewer than ten staff. You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Tel: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Online: www.financial-ombudsman.org.uk

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

If you wish to complain about an insurance policy purchased online, you may be able to use the European Commission's Online Dispute Resolution platform, which can be found at http://ec.europa.eu/consumers/odr/.

Following this complaint procedure does not affect your right to take legal action.