Existing Customers

How did we do?

Whether your experience has been good, or otherwise, we'd like to hear from you. Please give us your feedback using one of the following methods.

Online

For a fast response, we have an online feedback form and welcome all comments, good or otherwise.

If you have not had a good experience and want to complain, we also have a dedicated team who will respond to you quickly. This team consists of very experienced and qualified staff who will ensure that your feedback is reviewed by the relevant manager.

Live Chat

The quickest way to get in touch is to try our live chat. We're here from 9am to 6pm, Monday to Friday and 9am to 5pm, Saturday. Click the green button on the bottom right of this page to start chatting. The button will display when an agent is available to help.

You can message us using WhatsApp, our Digital team is online 9am-6pm Monday to Friday, or 9am-5pm on Saturdays. But don't worry if you message us outside of these times, we will get back to you at the earliest opportunity.

Email us

Email us at: customer.care@performancedirect.co.uk. Please include your name and policy reference (if known) or Postcode.

Phone us

If you'd rather speak to someone over the phone, please call our friendly team on 01708 609 331 (and listen carefully to the options provided). Mon to Fri 8:30am to 6:30pm, Saturday 9:00am to 5:00pm, Sunday Closed, Bank Holidays 10:00am to 4:00pm.

How to make a complaint

We recognise that things can go wrong, therefore, we have a dedicated team to help resolve any concerns you may have and assist with putting things right again. You can use any of the above options to contact us to raise your concerns or make a complaint.

How our complaint process works

We will aim to resolve your complaint within 3 working days. Once a complaint is resolved we will confirm this to you in writing.

When a complaint requires a longer time to rectify or investigate, we will acknowledge your complaint in writing initially and respond with the outcome of your complaint within 8 weeks.

The outcome of your complaint will be confirmed to you in a letter called a ‘Final Response’ and will inform you of either of the following:

We uphold your complaint with reasoning and what action we intend to carry out to put this right for you, or;
If we do not uphold your complaint with an explanation of our reasons for doing so

If you are not satisfied with our response to a complaint that you have made, you may be able to approach the Financial Ombudsman Service for an independent review. You can reach them at:

Financial Ombudsman

Service Exchange

Tower London

E14 9SR

Telephone: 0800 023 4567

Or visit: www.financial-ombudsman.org.uk

The service that the Financial Ombudsman Service provides is free and impartial.