How can we help?

Our aim is to make your journey through our website as simple and straightforward as possible.

However, if you need any help, this page will point you in the right direction.

Response to Covid-19

I'm struggling to make my next premium payment. What should I do?

We understand that many people’s livelihoods have been affected by Covid-19. If you are struggling to make a premium payment at this time, we will do our best to help. Please call us on 03332 205510 and have your policy number to hand. We’ll be happy to discuss your circumstances with you.

I’ve got a question

Our list of Frequently Asked Questions might have the information you're looking for.

I'd like to contact you

If you'd prefer to speak to us, here are the details you need:

Call us:

Helpline: 03332 205510

Phone lines are open:

9am - 5pm (Monday to Friday)

Calls from mobiles and landlines will be charged as part of your inclusive call minutes; if inclusive minutes aren’t available, you’ll be charged the national call rate.

I need to make a claim

If you need to make a claim on your Sterling Pet Solutions policy, we will do everything possible to deal with your claim promptly and in a caring way.

Please contact us on 03332 205510. Opening times and call charges are the same as those detailed above.

I’d like to make a complaint

If you have any problems, or wish to make a complaint please contact us on 03332 205510. Opening times and call charges are the same as those detailed above.


You have the right to refer a complaint to the Financial Ombudsman Service. If you wish to find out more information you may contact them at Exchange Tower, London E14 9SR; Telephone: 0800 023 4567 or 0300 123 9 123. Web: www.financial-ombudsman.org.uk/consumer/complaints.htm. Email: complaint.info@financial-ombudsman.org.uk

You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.