Thank you for visiting MasterQuote.
We are no longer offering new car, home or van insurance policies.
If you need to get in touch with MasterQuote, please use any of the methods below.
General Enquiries
Motor
Tel (Customer Service): 02394 003 200
Email: motorserviceadmin@masterquote.co.uk
Opening Times:
- Monday-Friday: 9am-5pm
- Saturday: 9am-1pm
- Sunday: Closed
Claims Queries
Tel: 02394 003 198 (Claims lines are open 24 hours)
Email: motorserviceadmin@masterquote.co.uk
Complaint Queries
Tel: 02394 003 200
Email: complaints@brightsideinsurance.co.uk
Postal Address: Quality Manager, MasterQuote Insurance, 2nd Floor, 5000 Lakeside, North Harbour, Western Rd, Portsmouth, PO6 3EN
Response Time
Where we are unable to resolve your complaint by the end of the third business day after receipt, you can expect the following from us:
Acknowledgement of your complaint in writing within 5 business days after receipt. This will state who is handling the complaint.
We will aim to resolve your complaint within 4 weeks of receipt, unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a final response.
Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. If we are still unable to provide you with a final response at this stage, we will write to you explaining why and advise when you can expect a final response.
What is a final response?
This letter should clarify the final position in relation to your complaint and any actions agreed going forward.
The Financial Ombudsman Service
You may initially go direct to The Financial Ombudsman Service with your complaint, but the Ombudsman will only review your complaint at this stage with our consent. However, we are still required to follow the procedure as stated above in the Response Time section.
If more than 8 weeks from the date of your complaint has passed and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service.
If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within 6 months of the date of the final response letter. You may refer to the Financial Ombudsman Service beyond this time limit if we have provided our consent in the final response letter.
The Financial Ombudsman Service will let you know that they have received your complaint and what the next steps will be. The Financial Ombudsman Service will consider your complaint impartially and we are bound by their decision.
Tel: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Postal Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Home Insurance Customers
All of our home insurance policies have now moved across to One Insurance Solution. If you were a previous MasterQuote customer, your policy will now be administered by One Insurance Solution.
If you need any assistance throughout the lifetime of your policy One Insurance Solution can help. Please get in touch using one of the methods below.
General Enquires:
Tel: 0333 222 1072
Email: homeservice@brightsidegroup.co.uk
Opening Hours
- Monday to Friday - 9am to 5:30pm
- Saturday - 9am to 1pm
- Sunday - Closed
Van Insurance Customers
All of our van insurance policies have now moved across to Commercial Vehicle Direct. If you were a previous MasterQuote customer, your policy will now be administered by Commercial Vehicle Direct.
If you need any assistance throughout the lifetime of your policy Commercial Vehicle Direct can help. Please get in touch using one of the methods below.
General Enquires:
Tel: 0333 222 4564
Email: geninfobright@brightsidegroup.co.uk
Opening Hours
- Monday to Friday - 9am to 6pm
- Saturday - 9am to 1pm
- Sunday - Closed