complaints and compensation

We aim to treat all customers fairly and to provide you with a high level of customer service at all times, but if you are not satisfied, please contact us:

In writing:The Customer Services Manager,
Cherish Insurance Brokers Limited,
Carlson House, Bradfield Road, Wix, CO11 2SP
By phone:From UK: 0800 197 2770 (free from BT landlines) or 01255 871965
International: 0044 1255 871965

When dealing with your complaint, we will follow our complaint handling procedures; a summary of these procedures is available on request. If you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service.

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. If you are eligible to claim from the FSCS, compensation is available as follows:

  • Insurance advising and arranging is covered for 90% of the claim, without any upper limit.
  • For compulsory classes of insurance (such as Third Party Motor or Employers Liability), insurance advising and arranging is covered for 100% of the claim without any upper limit.

Further information about compensation scheme arrangements is available from the FSCS on 020 7892 7300 or

If you have a complaint directly regarding your Forces Plan policy or AXA Insurance, you will need to follow the complaints procedure shown within the full policy wording.