Contact Us

You can talk to us via our Live Chat service or call us on

0333 035 9837

Our Live Chat team are available 9am - 6pm Monday - Friday and 9am - 5pm on Saturday, or you can call us from 9am - 5:30pm Monday - Friday or 9am - 1pm on Saturday. The Live Chat button will show when we have agents available to assist you.

Driving abroad? Find out more about Green Cards.

The team can help you with all of the following:

  • Updating personal details, such as change of name and updating contact or address details.
  • Adding or removing drivers on your policy.
  • Changing your vehicle.
  • Renewing your policy.

Emergency breakdown helplines

  • UK breakdowns: 0800 072 0704
  • European breakdowns: 00 800 42 43 24 44, or 0472 171203 (if ringing from within France), or +33 472 (0)171203 (if ringing from outside France)


Scenic Insurance
261 Low Lane
LS18 5NY

Making a complaint

At Scenic, our aim is to always exceed your expectations and to get things right, on time, every time. We also recognise that sometimes mistakes can happen, and we get things wrong. Telling us you're unhappy is our opportunity to put things right and to learn from our mistakes so we can improve the products and services we offer in the future.

Our promise to you

We will always aim to:

  • Acknowledge your complaint promptly
  • Resolve your complaint at the earliest opportunity
  • Communicate our decisions clearly and fairly and let you know what you can do if you are still unhappy
  • Learn from our mistakes to improve our services and the products we offer

You can make your complaint by:

  • Starting a Live Chat - we’re online 9am - 6pm Monday to Friday, and 9am - 5pm on Saturdays.
  • Calling our team on 0333 035 9837
  • Writing to us at: Complaints, Scenic Insurance, Complaints Department, Nile Street, Burslem, Stoke-On-Trent ST6 2BA
  • Completing our online feedback form.

How our complaint process works

We'll aim to resolve your complaint as soon as possible, normally within three business days, at which point we'll send you confirmation in writing that your complaint has been resolved. On occasions we'll require a bit longer to resolve your complaint. In this case, we'll send you an acknowledgement letter telling you when we hope to reach a decision. We'll then continue to keep you updated on our progress.

Once resolution has been agreed we'll then write to you with our complaint decision (this is called a final response), it will either be to:

  • Uphold your complaint, telling you why and what action we intend to carry out to put this right for you, or;
  • If we do not uphold your complaint, we will explain our reasons for our decision.

If at the end of the process you remain dissatisfied, you may contact the Financial Ombudsman Service.

The Financial Ombudsman Service can be reached via or you can write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

See our complaints data (PDF 52.3KB)

Press office

Please note these contact details are for accredited journalists or anyone wishing to obtain company information relating to press issues only.

For press enquiries, email [email protected].