Make a claim

If you experience damage, loss or harm in relation to yourself or your belongings, you may wish to make a claim for compensation against us.

Making a claim against us

If you have suffered personal injury, property damage or financial loss and you believe we have been negligent, you will need to write to us or email us, stating:

  • the full circumstances of the incident, including the date and time if relevant
  • the reason why you hold us responsible
  • description of the injury, property damage or financial loss
  • exact location of the incident


There are two ways in which you can proceed with a claim.

  • One option is to claim through your own insurer 
  • The other option is to claim directly against us.

If you wish to make a claim for compensation for any loss, damage, negligence, or hurt you believe is somehow our responsibility, then this matter will be handled by our insurance team.

The basis of your claim is that there has been fault on our part and it is necessary for you to prove that we have been negligent in civil law.

There is no automatic entitlement to compensation; just because an unfortunate incident has occurred does not necessarily mean we can be held responsible.

Procedure for claims against us

We are legally required to acknowledge any claim within 21 days and make a decision on liability within 90 days. Certain types of claims are handled in-house but some will be forwarded to our appointed claims handlers, or our insurer, to handle on our behalf.

Claims are always investigated as quickly as possible.

The procedures relating to civil law, however, allow a period (most commonly three months) to investigate and advise a decision as to whether there has been any fault on our part (i.e. to accept or repudiate the claim).

You should, therefore, receive a letter within three months accepting or rejecting your claim.

In the meantime, if you have any information / photographs which you feel may assist when considering your case, please forward such information when submitting your claim.

This may include photographs of the defect or damaged property as appropriate. All originals will be returned once copies are taken. Please ensure that the claim number is quoted whenever contact is made.

Data sharing

Please be aware we shares information on claims and claimants with our insurers, the Association of British Insurers and the other local authorities for the purposes of detection and prevention of fraud.

If the incident appears to involve another party, for instance the accident occurred on private land, involved another company such as a utility company or a contractor, your claim may be passed to that party.

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