How to make a complaint

We strive for the best quality of service every time. But, as the new kids on the block, we know we will make mistakes. What is important is that we learn from them and improve our offering to cater for your needs.
If we fail to meet your expectations, the easiest way to let us know is by sending us an email to
Our team will attempt to resolve your complaint within 3 working days. At the very latest, as per FCA rules, we'll acknowledge your complaint within 5 working days and will issue a final response within 8 weeks.
If you are still not happy with the outcome you can contact the Financial Ombudsman Service:
By post: Exchange Tower, London E14 9SR By phone: 0300 123 9123 or 0800 023 4567 By email:
Further information can be found in the FOS leaflet which
you can find here
Our complaints procedure does not affect your right to take legal action.
Napo Limited is registered in England and Wales (company number: 13281620). Our address is 2 Jubilee Place, London, SW3 3TQ. Napo is a trading name of Napo Limited who is an appointed representative of City Insurance Brokers Limited which is authorised and regulated by the Financial Conduct Authority (ref: 831252). We are also registered with the Information Commissioners Office in relation to the processing of personal information (reg. no: ZB073689). Defaqto 5 Star Rating applies to Napo £4,000 pet insurance.
What we cover is subject to terms and conditions in our policy.
© Napo Limited 2023