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How do I make a complaint?
How do I make a complaint?

Making a complaint at Cuvva

Freddy Macnamara avatar
Written by Freddy Macnamara
Updated over a week ago

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

Any questions? Our customer support team are on hand 365 days a year, from 9am to 9pm. Just drop them a message in the app or email support@cuvva.com.

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, Ground Floor, Old Sorting House, 46 Essex Road, London, N1 8LN.

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.

What happens next?

We’ll aim to reply to your complaint as soon as we can, and within 21 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.

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.

Complaints Publication Record

We value transparency at Cuvva. While we have a very low complaints upheld rate compared to the industry average, we think it's important to share our complaints records below.

Firm name: Cuvva Limited

Group (if applicable): Cuvva Group Limited

Other firms included in this report (if any): None

Period covered in this report: 1 July 2023 to 31 December 2023

Brands/trading names covered: Cuvva

Insurance and pure protection

  • Number of complaints opened per 1000 policies in force (at reporting period end date): 9.31

  • Number of complaints opened: 167

  • Number of complaints closed: 167

  • Percentage closed within 3 days: 15%

  • Percentage closed after 3 days but within 8 weeks: 83%

  • Percentage upheld: 8%

  • Main cause of complaints opened: Information / Charges / Product Performance

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