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Opening Hours

Day Quotations Customer Services
Monday 09:00 to 21:00 09:00 to 19:00
Tuesday 09:00 to 21:00 09:00 to 19:00
Wednesday 09:00 to 21:00 09:00 to 19:00
Thursday 09:00 to 21:00 09:00 to 19:00
Friday 09:00 to 21:00 09:00 to 19:00
Saturday 09:00 to 17:30 09:00 to 17:30
Sunday CLOSED CLOSED

 

Phone Numbers

Department Quotations Customer Services
Private Car 01704 270027 Option1 01704 270027 Option 2
Taxi 01704 270027 Option 1 01704 270027 Option 2
Motor Trade 01704 270033 01704 270033
Commercial Vehicle 01704 270051 01704 270027 Option 2
Household 01704 270027 Option 1 01704 270027 Option 2

 

Making a claim

To make a claim please call our 24 hour a day, 7 day a week claims team on 0345 092 0700

 

Emails

Department Quotations Customer Services
Private Car Email Us Email Us
Taxi Email Us Email Us
Motor Trade Email Us Email Us
Commercial Vehicle Email Us Email Us
Household Email Us Email Us

 

Contact us by Fax:
Please send your fax to 01704 270040. Be sure to include all information relevant to your enquiry, and your client reference number where appropriate.

 

Contact us by post:
Acorn Insurance Services Limited
The Lighthouse
98 Liverpool Road
Formby
Liverpool
Merseyside
L37 6BS

 

Acorn prides itself on providing a quality service to its customers however we appreciate that sometimes things will go wrong. When this happens we want you to tell us about it so we can try to put things right. You can do this in the following ways (outline call/email/write etc with contact details for each)

Acorn will try to resolve your concerns as soon as possible, usually before the end of the next working day. If this isn't possible we will contact you within 5 working days to explain what we are doing and when you can expect a resolution. Within 8 weeks we will call or write to you either with a final response advising you of our findings, or an update on our investigations and confirmation of when we expect to be able to provide a final response, if appropriate.

If you are not satisfied with our response

If you are not satisfied with our final response or we do not issue you with a final response in writing within 8 weeks of your complaint, you may be able to refer your complaint to the Financial Ombudsman Service. We will provide you with details of your rights in this regard when we write to you.

If you wish to refer your complaint to the Financial Ombudsman Service, this must be done within 6 months of our final response letter. Their contact details are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Online Dispute Resolution

If, after following our internal complaints procedure, and you have purchased insurance online, you can also access the European Commission Online Dispute Resolution Service (“ODR”) platform by following this link (http://ec.europa.eu/odr)
 
Complaints Data
Number of Complaints Opened by Volume of Business Intermediation 2.07 per 1000 policies

Number of Complaints Opened 650

Number of Complaints Closed 650

Percentage Closed within 3 days 61.54%

Percentage Closed after 3 days but within 8 weeks 38.46%

Percentage Upheld 33.38%

Main Cause of Complaints Opened Unclear Guidance / Arrangement

 

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