Complaints Procedure

At Allay, we’re committed to delivering an excellent standard of service at all times. However, we understand that things can sometimes go wrong. We aim to handle all customer complaints promptly, fairly and professionally in accordance with our internal complaints procedures.

Due to the recent outbreak of the COVID-19 virus, we have taken the advice given by the Government to ensure the welfare and safety of our staff whilst maintaining an effective service to our clients. Where possible, our staff will be working from home, remotely, with the exception of our post room staff who will be working at a reduced capacity.

Allay’s intention is to operate the business as usual and to ensure that there is very little disruption in our service to our clients. If you have sent us a complaint by post, we may experience some delays in responding to this due to the reduced capacity in our post room. Alternatively, you can email our complaints team on .

We thank you for your patience and understanding at this difficult time

How can I make a complaint?

You may complain to:

Complaints Department

Allay Claims Ltd.
Generator Studios
Trafalgar Street

Tel. 0191 462 0000

Complaints can also be submitted via the following email address,

What happens next?

Our customer relations department will acknowledge your complaint within 3 days. We aim to fully investigate and respond to your concerns within 4 weeks. If this is not possible, we will write to you to explain why we are not yet in a position to resolve the complaint. We will then write to you again within 8 weeks of receipt of your complaint with either a full response or advising you that we are still unable to resolve your complaint. At this stage (after 8 weeks) you then have the right to refer your complaint to the Financial Ombudsman Service if you are not satisfied with the delay. Their address details are below.

If we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

I am not satisfied with the response, what can I do?

If you have received a final response and still consider your complaint to be unresolved, you have the right to refer your complaint to the Financial Ombudsman Service. You can do this through the following methods of contact:

Financial Ombudsman Service,
Exchange Tower,
London, E14 9SR

Tel. 0800 023 4567


Further information is available on the Financial Ombudsman Service website: