How to Complain About Staysure
Everything you need to make an effective complaint against Staysure, including contact details, your rights, deadlines, and escalation paths.
Also known as: Staysure
Contact Details
complaints@staysure.co.uk
0800 033 4902
Your Rights
Insurance: Conduct of Business (ICOBS)
Insurers must handle claims fairly and promptly under FCA ICOBS rules. You can escalate to the Financial Ombudsman if unsatisfied.
Step-by-Step Complaint Guide
Gather your evidence
Collect all correspondence, receipts, contracts, and any other documents related to your issue with Staysure. Take screenshots of online chats and note down phone call dates and times.
Write a formal complaint
Send a clear, factual complaint to Staysure. Include your account/reference number, a timeline of events, what went wrong, and what you want them to do about it. Email: complaints@staysure.co.uk
Set a deadline
Give Staysure 14 days to respond to your initial complaint. If they don't respond, send a follow-up referencing your original complaint and requesting a response within 7 days.
Escalate if needed
If Staysure hasn't resolved your complaint within 8 weeks (or has sent a final response you disagree with), escalate to the Financial Ombudsman Service.
Consider further action
If ombudsman resolution isn't satisfactory, you may have the option of taking your case to the Small Claims Court for disputes up to £10,000.
Escalation Routes
Financial Ombudsman Service
FCA
Key Deadlines
| Initial response | 14 days (reasonable expectation) |
| Final response | 8 weeks (regulatory deadline for most sectors) |
| Ombudsman referral | After 8 weeks or final response |
| Limitation period | 6 years (contract) / 3 years (personal injury) |
Need Help With Your Complaint?
Frank can help you draft a professional complaint letter, track deadlines, and guide you through the escalation process.