Fuelled by feedback

We always aim for our standards of service to be high and our customer satisfaction to be higher. So if things don’t go as expected, we want to know about it, so we can fix it and improve things for the future.

How to Make a Complaint

Not every journey goes to plan. But we always want to do everything we can to make our customers happy and resolve any queries or questions. Feedback is important to us; it helps us to be better. If you would like to talk to us about any concerns please call and speak to our dedicated resolution team.

If your complaint relates to your insurance policy please contact:

complaints@SBISL.co.uk
0344 776 5725

You can view the relevant complaints policy for this here

If your complaint relates to a claim on your policy please contact:

claimscomplaints@sbgl.co.uk
0344 840 9514

You can view the relevant complaints policy for this here

What Happens Next?

  1. We’ll acknowledge your complaint promptly.

  2. We’ll investigate thoroughly and fairly.

  3. We’ll aim to resolve your complaint within 8 weeks in line with FCA requirements.

  4. If we can’t provide a final response within that time, we’ll explain why and let you know when to expect it.

If You’re Not Satisfied

If you are unhappy with our final response, or if your complaint hasn’t been resolved within 8 weeks, you may be able to refer it to the Financial Ombudsman Service. You can find out more information about your right to refer in our Complaints Handling Policy available above.



Their contact details are:

www.financial-ombudsman.org.uk 0800 023 4567 complaint.info@financial-ombudsman.org.uk

The Ombudsman is a free and independent service that helps settle disputes between consumers and financial services firms.

Our Complaint Statistics

In line with Financial Conduct Authority (FCA) requirements, we publish information on the number of complaints we receive and how we resolve them. This helps us remain transparent and shows where we are making improvements.

This can be viewed here

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Somerset Bridge Group Limited is a company registered in England and Wales (Company No. 11737836). Registered address: Lysander House Catbrain Lane, Cribbs Causeway, Bristol, United Kingdom, BS10 7TQ. VAT number 927 5766 80.

Sub-brand Company Information

Somerset Bridge Insurance Services Limited is a company registered in England and Wales (Company No. 06334001) Registered address: Lysander House, (2nd Floor), Catbrain Lane Cribbs Causeway, Bristol, BS10 7TQ. Somerset Bridge Insurance Services Limited is authorised and regulated by the Financial Conduct Authority (FCA) Firm Reference Number 477112. VAT number 927 5766 80.

Somerset Bridge Ltd is a company registered in England and Wales (Company No. 10427946) Registered address: Lysander House, Catbrain Lane, Cribbs Causeway, Bristol, England, BS10 7TQ. VAT number 927 5766 80.

Somerset Bridge Shared Services Limited is a company registered in England and Wales (Company No. 12252319). Registered address: Lysander House, Catbrain Lane, Bristol, England, BS10 7TQ. VAT number 927 5766 80.

Somerset Bridge Group is owned by Arch Re. Arch Re is a leading diversified reinsurer, with operations in most major global insurance centres.
Arch is a well-capitalised and secure provider of risk transfer solutions.

Complaints Notification

Somerset Bridge Insurance Services Limited is authorised and regulated by the Financial Conduct Authority (FCA). As a regulated business, Somerset Bridge Insurance Services is required to publish summary details of complaints received in relevant reporting periods.

Firm Name: Somerset Bridge Insurance Services Limited

Period covered in this report: 1st January 2025 to 30th June 2025

Brands/trading names covered: GoSkippy and Vavista.

Number of complaints opened by volume of business:

Insurance & Pure Protection
Intermediation (within the reporting period) per 1000 policies sold

3.30
Number of Complaints Opened

1403
Number of Complaints Closed

1372
Percentage Closed Within 3 Days

61.44%
Percentage Closed After 3 Days But Within 8 Weeks

38.34%
Percentage Upheld

36.77%

Main Cause of Complaints:

General Admin 
/ Customer Service

Credit Related
Intermediation (within the reporting period) per 1000 policies sold

0
Number of Complaints Opened

0
Number of Complaints Closed

0
Percentage Closed Within 3 Days

NA
Percentage Closed After 3 Days But Within 8 Weeks

NA
Percentage Upheld

NA

Main Cause of Complaints:

NA

Claims Management
Intermediation (within the reporting period) per 1000 policies sold

NA
Number of Complaints Opened

0
Number of Complaints Closed

0
Percentage Closed Within 3 Days

0
Percentage Closed After 3 Days But Within 8 Weeks

0
Percentage Upheld

0

Main Cause of Complaints:

NA