+44 (0)1245 459 700


Carraig Insurance Company Ltd is committed to ensuring that its customers are treated fairly.

A crucial part of this ethos is to ensure customers are able to make a complaint.

In the unlikely event that you should have cause for complaint, please write to:

The Operations Director
Direct Commercial Ltd
Redwing House
Hedgerows Business Park
Colchester Road
Essex CM2 5PB


Email: complaints@directcommercial.co.uk

We will acknowledge receipt of your complaint in writing promptly and provide you with a time scale for a full response. We will endeavour to provide you with a final response within 8 weeks. If you remain dissatisfied with our response to your complaint you may be able to refer the matter to the Financial Ombudsman Service. To use their service you must be eligible and your complaint must be sent to them within 6 months of our final response letter. You may contact them at:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Tel: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

The Financial Conduct Authority definition of an eligible complainant is:

  • A consumer;
  • A micro-enterprise (an EU term covering smaller businesses),  which has an annual turnover of less than €2,000,000 and fewer than 10 employees;
  • A charity with an annual income of less than £6.5 million;
  • A trustee of a trust with a net asset value of less than £5,000,000;
  • Small business with a turnover of less than £6.5million; and employs fewer than 50 employees and/or a balance sheet total of less than £5million.