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Complaints Procedure

Hamilton Fraser are committed to providing a first class service at all times. If however you do have a complaint please contact one of the following depending on your contract of insurance.

For Total Landlord Insurance, NLA Property Insurance, Cosmetic Insurance, Commercial Clients, Professional Indemnity Insurance, Home Insurance
For Property Disputes, Identity Fraud and Tax Investigation Insurance
  • Contact The Insurance Manager
  • In writing at Total Landlord Insurance, Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire WD6 1JH
  • By telephone on 0345 310 6300
  • By email to
For Landlord Emergency Insurance

If your complaint is regarding the service or advice provided by Total Landlord Insurance please contact The Insurance Manager at Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire WD6 1JH.

If however your complaint is in relation to the policy coverage or a claim matter than this should be addressed in the first instance to: The Customer Relations Department, ARAG plc., 9 Whiteladies Road, Clifton, Bristol, BS8 1NN where a full review will be carried out at the appropriate level.

For Rent Guarantee and Legal Expenses Insurance
  • Contact Arc Legal Assistance Ltd
  • In writing at PO Box 8921, Colchester, CO4 5YD
  • By telephone on 0344 7709000
  • By email to

We will acknowledge your complaint within 5 business days and if we are unable to settle your complaint you may be entitled to refer it to the Financial Ombudsman Service whose details can be found at

We sell some products online and are required to inform you of the availability of the online dispute resolution (ODR) platform to assist you if we are unable to resolve your complaint. This facility will direct you to the alternative disputes resolution (ADR) provider for the firm who in this case is the Financial Ombudsman Service (FOS) and you may therefore wish to contact them direct.

More details are available here.