How to complain

Our team are here and ready to help.

How to complain

Only the highest of standards will do

  • Policy Expert is committed to delivering the highest standard of service to our customers. Our dealings with you should always be clear and easy to understand. However, we know that sometimes things go wrong, so we want to know if our service does not meet your expectations, and we’ll do our best to put it right.

  • We’re so focused on making our service better that we treat any expression of dissatisfaction as a complaint, and will provide a response from our Complaints Department.

Home

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Phone

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Customer Relations

Policy Expert

1st Floor

Exchange House

450 Midsummer Boulevard

Milton Keynes

MK9 2EA

Customer Relations

Policy Expert
Maxim 10
12 Parklands Avenue
Holytown
Motherwell
ML1 4WQ

Customer Relations

Policy Expert

1st Floor

Exchange House

450 Midsummer Boulevard

Milton Keynes

MK9 2EA

Home

Write

Customer Relations

Policy Expert

1st Floor

Exchange House

450 Midsummer Boulevard

Milton Keynes

MK9 2EA

Car

Write
Customer Relations

Policy Expert
Maxim 10
12 Parklands Avenue
Holytown
Motherwell
ML1 4WQ

Pet

Write
Customer Relations

Policy Expert

1st Floor

Exchange House

450 Midsummer Boulevard

Milton Keynes

MK9 2EA

We’ll need a few things from you to look into your complaint:

  • A purple tick
    Your Contact details

    Including full name, address, postcode, phone number and email address (if you have one);

  • A purple tick
    Your contact preference 

    Please let us know how you want us to contact you regarding your complaint;

  • A purple tick
    Details of what went wrong

    If you know the dates of your interactions with us, or key events which are relevant to your complaint, please include these in your complaint.

Complaints data publication

  • The table below shows how we’re handling customer complaints:
  • Firm Name: Policy Expert

  • Group: QMetric Group Limited

  • Other Firms included in this report: N/A

  • Period covered in this report: 1st July 2025 – 31st December 2025

Products/ service grouping

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage upheld

Main cause of complaints opened

Banking and credit cards

-

-

-

-

-

-

-

Home finance

-

-

-

-

-

-

-

Insurance and pure protection

1.51 per 1000 policies sold

3696

3919

24%

75%

38%

Category 2: General Admin & Customer Service

Decumulation and pensions

-

-

-

-

-

-

-

Investments

-

-

-

-

-

-

-

Credit related

0.0041

10

10

10%

90%

50%

Category 2: General Admin & Customer Service

Products/ service grouping

Intermediation (within the reporting period)

Banking and credit cards

-

Home finance

-

Insurance and pure protection

1.51 per 1000 policies sold

Decumulation and pensions

-

Investments

-

Credit related

0.0041

Products/ service grouping

Number of complaints opened

Banking and credit cards

-

Home finance

-

Insurance and pure protection

3696

Decumulation and pensions

-

Investments

-

Credit related

10

Products/ service grouping

Number of complaints closed

Banking and credit cards

-

Home finance

-

Insurance and pure protection

3919

Decumulation and pensions

-

Investments

-

Credit related

10

Products/ service grouping

Percentage closed within 3 days

Banking and credit cards

-

Home finance

-

Insurance and pure protection

24%

Decumulation and pensions

-

Investments

-

Credit related

10%

Products/ service grouping

Percentage closed after 3 days but within 8 weeks

Banking and credit cards

-

Home finance

-

Insurance and pure protection

75%

Decumulation and pensions

-

Investments

-

Credit related

90%

Products/ service grouping

Percentage upheld

Banking and credit cards

-

Home finance

-

Insurance and pure protection

38%

Decumulation and pensions

-

Investments

-

Credit related

50%

Products/ service grouping

Percentage upheld

Banking and credit cards

-

Home finance

-

Insurance and pure protection

Category 2: General Admin & Customer Service

Decumulation and pensions

-

Investments

-

Credit related

Category 2: General Admin & Customer Service