We aim to give you the best experience every time, but if something isn’t quite right we want to hear from you so we can turn it around as soon as possible.
The easiest and quickest way to let us know is via the Contact Us page in the My Account area of our siteAlternatively, you can send us an email at support@manypets.com or give us a call on 03453 40 40 90.
If you prefer you can also reach us by post, though it will naturally take a little longer. Write to us at: Complaints Manager, ManyPets, Unit 1b, 1-10 Summers Street, London, EC1R 5BD.
Once we receive your complaint, our team will aim to resolve this for you within 3 working days. Where that isn’t possible, your complaint will be passed to our specialist resolution team who will send a written acknowledgement within 5 working days and will aim to send you a final response within 4 weeks.
The majority of our complaints are resolved within 4 weeks, but if there is any change to this timeframe, we will update you and send a final response no later than 8 weeks from receipt of your complaint.
Complaints data The table below provides details on how many complaints were raised in the past six months, how many we resolved and how quickly we dealt with them.
Firm name: ManyPets Ltd Period covered in this report: 1st April 2025 – 30th September 2025
Product/service grouping
Provision (at reporting period end date)*
Number of complaints opened
Number of complaints closed
Percentage closed within 3 days
Percentage closed after 3 days but within 8 weeks
Percentage upheld
Main cause of complaints opened
Insurance and pure protection
8.36 per 1000 policies in force
3134
3383
7%
91%
72%
Delays/Timescales
*Number of complaints opened by volumes of business
If you are not satisfied 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.
All our customers with vet fee cover can get unlimited, 24/7 online vet advice. We give you unlimited online access to UK-registered vets, so that you can get fast, expert advice if your pet looks unwell or has an injury.
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