How can we help you?

Something on your mind? If you can't find the answers in our FAQs, simply drop us a line on the contact form below and we'll be in touch as soon as we can.

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Harry Hall Rider and Masta Horse - Find orders

Update your membership details, make changes to your insurance policy or edit your renewal schedule.

Update Membership or Insurance Details →

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Get order updates, re-order a previous basket or find out where your order is.

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Read about our returns process, when to expect a refund and how our deliveries work.

Delivery & Returns Information →

One Club &
Insurance Help

Read our common policy FAQs, find out how to renew or cancel and access your policy documents.

Policy FAQs →
Make changes to my policy →

Call us

Our customer care lines are open 9:00 am to 5:30 pm - Monday to Friday. Call us on 01274 711011 and then select one of the following options:
Option 1 - New Membership and Insurance
Option 2 - Membership and Insurance Renewals or Cancellations
Option 3 - Existing Membership and Insurance, Updates or Changes
Option 4 - Shopping, Deliveries and Refunds
Option 5 - Any other query

(All our calls and web chats may be recorded and monitored for record-keeping, training and quality-assurance purposes)

Chat Online

The ‘Chat Online’ icon will be visible in the bottom right-hand corner of your screen when we’re available. We’re online Monday to Friday (9am — 5:30pm)

Email us

Use the form below to email ([email protected]) Our friendly Customer Service Team are available Monday to Friday from 9am to 5:30pm. If you happen to email on a weekend, our team will get back to you on Monday

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Making a complaint

We are dedicated to providing You with a high quality service and we want to ensure that we maintain this at all times. If You feel that we have not offered You a first class service please write and tell us and we will do our best to resolve the problem.

If you have any questions or concerns about your cover or the handling of a claim You should, in the first instance contact the insurance intermediary at the address below:

Email:
- [email protected] (Product related complaints)
- [email protected] (Membership / Insurance complaints)
Address: Head of Customer Operations, Harry Hall International Ltd, Hope Park Business Centre, 4 Coop Place, Rooley Lane, Bradford, West Yorkshire, England, BD5 8JX
Telephone: 01274 711011

For policies taken out or renewed after 25th May 2022:
In the event that You are not satisfied with the response, you should contact:

Address: Compliance Officer, Equario Insurance (Guernsey) Limited, P.O. Box 484, Level 5, Mill Court, La Charroterie, St Peter Port, Guernsey GY1 1EJ. (Stating the policy number, risk details and the nature of your questions or concern.)
Should you remain dissatisfied then you may contact the Ombudsman responsible for Channel Islands business at:
- Address: Channel Islands Financial Ombudsman (“CIFO”), P O Box 114, Jersey, Channel Islands, JE4 9QG
- Email: [email protected]
- Website: www.ci-fo.org
- Jersey local phone: 01534 748610
- Guernsey local phone: 01481 722218
- International phone: +44 1534 748610

For policies taken out prior to 25th May 2022:
You can complain to SEIB Insurance Brokers Limited (as per the contact details below) quoting your Policy and/or Claim number. Whom will investigate your concerns and provide a response as soon as possible.

Email: [email protected]
Address: SEIB Insurance Brokers Limited, South Essex House, North Road, South Ockendon, RM15 5BE
Telephone: 0170 885 0000

Should you remain dissatisfied having received a Final Response to your complaint and you fit the definition of an ‘eligible complainant’, you may then be able to refer your complaint to the Financial Ombudsman Service (FOS). Please note that the FOS allow 6 months from the date of the Final Response to escalate your complaint to them. Further details on eligibility and the referral process can be found on the FOS Website.