Making A Complaint

Here at Salon Saver, we believe in providing our customers with the highest levels of service and we always put the customer at the heart of everything we do. However, we understand that there may be times when you might want to make a complaint and, like everything else we do, we want to make this as simple as possible for you. Below, you’ll find our complaints procedure, which you can use to help you make a complaint.

If you have a complaint about your policy or the service you have received from us, please tell us by calling 020 8655 0444 so we can put things right for you. We take all complaints seriously and we will endeavour to resolve your issue while you are on the phone.

You can email your complaint, if you prefer, to complaints@salongold.co.uk, or write to us at:

Salon Gold / Salon Saver (Henry Seymour & Co.)
Chancery House
St Nicholas Way
Sutton
Surrey
SM1 1JB

Should you remain dissatisfied with how we’ve handled your complaint, you may be able to refer this to the relevant insurer:

If your complaint relates to the Arag Legal Expenses section of your policy, and if you are eligible, you can contact the Customer Relations Department at Arag:

Customer Relations
Arag plc
9 Whiteladies Road
Clifton
Bristol
BS8 1NN
Tele: +44 (0) 11 7917 1561
Email: customerrelations@arag.co.uk

If your complaint relates to any other section of your policy, you can contact the Customer Relations team at Hiscox Insurance:

Hiscox Customer Relations
The Hiscox Building
Peasholme Green
York YO1 7PR
Tele: +44 (0) 800 116 4627 or +44 (0) 1904 681 198
Email: customer.relations@hiscox.com 

If your complaint is not resolved to your satisfaction by us or the insurer, you may be able to refer your complaint to the Financial Ombudsman Service if you meet their eligibility criteria. Further details will be provided at the appropriate stage of the complaints process.

The contact details for the Financial Ombudsman are:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE
Helpline: +44 (0) 800 023 4567
Switchboard: +44 (0) 20 7964 1000
Email: complaints.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk