At MiPet Cover, we are committed to providing you with an exceptional level of service and customer care

We realise, however, that things can go wrong and there may be occasions when you feel that we have not provided the service you expect. When this happens we want to hear about it so that we can try to put things right.

If a dispute regarding your policy or claim does arise, the first step is to talk to a member of the Customer Service Team. This can be done either by calling us, emailing or writing to us using the details below.

Telephone: 0808 164 8001


Address: MiPet Cover Pet Insurance, Floor 2, 5000 Lakeside, North Harbour, Portsmouth, PO6 3EN

You can find our full complaints procedure in our pet insurance policy.

Complaints Procedure

We will acknowledge your complaint promptly, normally within five days unless exceptional circumstances apply. The complaints department will investigate your complaint impartially taking into account all relevant factors and will provide you with a written response to your complaint within eight weeks.

It is expected that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied or if you have not heard from us within 8 weeks, you can take the issue further.

Financial Ombudsman Service

If we have given you our final response, or if you have not heard from us within 8 weeks, or if you are still not satisfied you may refer your case to the Financial Ombudsman Service (FOS).

The Ombudsman is an independent body that arbitrates on complaints about general insurance products and other financial services. It will only consider complaints after you have been provided with written confirmation that all internal complaints procedures gave been exhausted.

Insurance Division

Financial Ombudsman Service

Exchange Tower, Harbour exchange square

London, E14 9SR

Tel: 0300 123 9123

Fax: 020 7964 1001

Please note that you have six months from the date of the final response in which to refer your complaint to the Ombudsman. Referral to the Ombudsman will not affect your right to take legal action.