(Last Updated October 2026) At Planet Protection, we strive to provide excellent service to all our customers. However, we recognise that sometimes things can go wrong. If you’re unhappy with our service, we want to hear from you so we can put things right and improve our service for the future.

Who we are and who is responsible

Planet Protection is a trading name of Planet Protection Ltd, registered in England and Wales (company number 15384818), registered office 200 X+Why, Unity Place, 200 Grafton Gate, Milton Keynes MK9 1UP. Planet Protection Ltd is an appointed representative of Innovative Risk Labs Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN 609155).

Innovative Risk Labs Ltd (“IRL”) is our principal. IRL is responsible for our regulated insurance business, including complaints about it. We handle complaints under IRL’s complaints procedure, and IRL oversees how every complaint is handled. You can complain to us, or directly to IRL, using the details below.

Or contact our principal, Innovative Risk Labs Ltd:

By Post: Complaints, Innovative Risk Labs Ltd, 3rd Floor, 86-90 Paul Street, London EC2A 4NE

Email: info@innovativerisk.co.uk (please put “Complaint” and “Planet Protection” in the subject line)

Phone: 0330 122 6755 Calls to 03 numbers cost the same as calls to 01 and 02 numbers and are included in inclusive minutes.

How to Contact Us

You can make a complaint to us in any of the following ways:

By Phone

Call us on 020 3856 8174 – Monday to Friday: 9am to 6pm & Saturday: 10am to 2pm

By Email

Send details of your complaint to: complaints@planetprotection.co.uk

In Writing

Write to us at:

Complaints Department Planet Protection Limited
Unity Place, 200 Grafton Gate, Milton Keynes MK9 1UP

What Information We Need

To help us investigate your complaint quickly, please provide the following information:

1. Your full name and address
2. Your policy number (if applicable)
3. A description of your complaint and the circumstances around this
4. Any relevant documentation or correspondence
5. How you would like us to resolve the matter

Our Complaints Process

Step 1: Acknowledgment

We will acknowledge your complaint within 5 business days of receiving it.

Step 2: Investigation

We will:

1. Investigate your complaint thoroughly and fairly
2. Keep you informed of progress
3. Aim to resolve your complaint as quickly as possible

Step 3: Resolution

1. Detail our investigation findings
2. Explain our final decision
3. Outline any action we are taking to put things right
4. Inform you of your right to refer the matter to the Financial Ombudsman Service if you remain dissatisfied

Timescales

1. We aim to resolve all complaints within 3 business days
2. Where this is not possible, we will write to you explaining why and keep you updated on our progress
3. You’ll receive our final response no later than 8 weeks from when we received your complaint

Financial Ombudsman Service

If you’re not satisfied with our final response, or if 8 weeks have passed since you first complained, you may have the right to refer your complaint to the Financial Ombudsman Service. You must do this within 6 months of receiving our final response.

The Financial Ombudsman Service is a free, independent service that investigates complaints about financial services firms. You can contact them:

1. Website: www.financial-ombudsman.org.uk
2. Phone: 0800 023 4567 or 0300 123 9123
3. Email: complaint.info@financial-ombudsman.org.uk
4. Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Financial Services Compensation Scheme (FSCS)

Your insurer is one or many of; Ansvar, NBS Underwriting, Intact (including RSA and NIG), Modus, Kingsbridge.

If the insurer cannot meet its obligations, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). This depends on the type of insurance and your circumstances. More information: www.fscs.org.uk, 0800 678 1100.

Who Can Complain?

We accept complaints from:

1. Our customers
2. Potential customers
3. Representatives acting on behalf of customers (with written authority)

Claims Complaints

Where your complaint is concerning a claim please refer to your documentation and specifically the Policy Wording/Terms & Conditions of your Insurance policy.

If you cannot locate these documents, please contact us at the details given above and we will help you with this process.

Additional Support

We’re committed to treating all of our customers fairly and making our complaints process accessible to everyone. If you need any additional support in making your complaint, please let us know. We can:

1. Provide information in alternative formats
2. Offer additional explanation where needed
3. Make reasonable adjustments to help you access our products and services
4. Accept complaints via a nominated representative

Our Commitment

We view complaints as an opportunity to:

1. Put things right when they go wrong
2. Learn from our mistakes and ensure this does not occur again
3. Improve our service
4. Treat our customers fairly

All complaints are taken seriously and handled with care and consideration. We are committed to:

1. Investigating complaints thoroughly and independently
2. Acting fairly and reasonably
3. Treating all complaints confidentially
4. Learning from feedback to improve our service
5. Providing our customer with good outcomes

Record Keeping

We maintain records of all complaints to:

1. Monitor the quality of our service
2. Identify any recurring issues and deal with them appropriately
3. Make improvements to our products and services
4. Comply with all of our legal and regulatory obligations.

Rest assured that all personal information will be handled in accordance with our legal and regulatory obligations.

Services that are not regulated

This page covers complaints about our regulated insurance business. Planet Protection does not currently provide any services that are not regulated by the Financial Conduct Authority.