Complaints

We want to put things right if we get them wrong.

How to complain

Contact us by email at info@shelter4you.co.uk, by phone on 0151 272 0313, or in writing to Shelter4you Ltd, Eastham Hall, 109 Eastham Village Road, Eastham, Wirral CH62 0AF.

You can also complain directly to our principal firm, BuySure Trust & Insurance Services GB Ltd, at Complaints@buysuretrust.com or in writing to Carr Farm Garden Centre, Birkenhead Road, Meols, Wirral CH47 9RE. Our principal firm is responsible for complaints about our regulated activities.

Complaints about a policy's administration or a claim are handled by the administrator or insurer named in your policy documents. If you're not sure who to contact, contact us and we'll pass it on.

What happens next

We'll acknowledge your complaint promptly and keep you informed. You'll get a final response within 8 weeks.

The Financial Ombudsman Service

If you're not happy with the final response, or you haven't received one within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service, free of charge, within 6 months of the final response.

Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk

Last updated: 21 October 2026