Make A Complaint

What to do if you have a Complaint


It is the intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you can call, email or to write to us:

Customer Relations Team
Bspoke Underwriting Limited, Brookfield Court, Selby Road, Leeds, West Yorkshire, LS25 1NB
Tel: 0333 400 9070

Our commitment to you

We are committed to delivering the highest standard of service to all of our customers. However, should you need to complain about the sale or handling of your policy we want to ensure that it is dealt with quickly and fairly.

How to complain

To make a complaint about your insurance policy, please contact us using any of the contact methods above. There are a few things we’ll need from you so it will help to have this information to hand if you do raise a complaint;

  • The product you are complaining about.
  • Your policy number. This will help us to find your details easily and establish how best to help you.
  • Details of what went wrong. Please aim to provide as much detail as you can relating to your complaint and any key events.
  • How can we contact you? Your preferred method of contact, should we need to speak with you further.

On all correspondence please tell us you are insured by WeddingPlan Insurance and provide the reference number shown in the policy wording along with the unique policy number from your policy schedule. This will help us to validate your policy details and deal with your query as quickly as possible.

If your policy number starts with WPP or WPS and purchased before 30th March 2020 please contact us on: 0344 412 4290 or
Or write to us at Direct Group Wedding Services, Customer Relations, PO Box 1193, Doncaster DN1 9PW

If your policy number starts with WEDP and purchased after 13th December 2022 please contact us on 0344 856 2015 or or write to us at Customer Relations Team, PO BOX 2801, Stoke on Trent, ST4 9DN

If you have a complaint about the handling of a liability claim, please contact us on 0800 223 0383 or or write to us at Claims Department, Acasta Europe Limited, 4 Station Road, Cheadle Hulme, Cheadle, SK8 5AE

If you are unhappy with the outcome of your complaint or if the investigation into your complaint is not completed within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service for settling disputes between customers and financial services providers. Please note that if you wish to refer your complaint due to you being unhappy with the outcome of the complaint you must refer to the Financial Ombudsman Service within 6 months of receiving a final response letter. Further information can be found here