Frequently asked questions

If you are unhappy with any aspect of our service, we would like you to get in touch:

By email: help@sunny.co.uk

In writing:

Customer Relations

By telephone: 0800 7315 444

Mon-Thurs: 8.30 am - 7 pm
Fri: 8 am - 5 pm
Sat-Sun: 10 am - 3.30 pm

We will do our best to resolve your concerns by the end of the third business day after receiving your complaint. If we are unable to resolve your concerns we will issue a written acknowledgement within five working days and our written final response within eight weeks of receiving your complaint. Full contact details for the Ombudsman are displayed below.

Our final response will explain that you have ultimate recourse to the Financial Ombudsman Service. We will enclose their standard explanatory leaflet should you wish to escalate your complaint to them. You should do this within six months of the date of our final response or they may not consider your complaint after this time.

If you are considering making a complaint to us via a third party, such as a Claims Management Company (CMC) or law firm, you should be aware that most of these firms will charge a fee which will reduce the amount of any redress that you may be due. By contrast, you can contact us directly, free of charge. Your complaint will be reviewed by us and/or the Financial Ombudsman's Service using the same process and we will investigate your complaint fully, whether or not any third party or claims management company is involved. You will also receive 100% of any redress you may be due. If you wish to know more about whether to use a CMC, please see this note.