COMPLAINTS (EUROPE/UK)

For UK policyholders

You can expect the best possible service and support. But if we fall short of your expectations, we would like to hear from you, and have the opportunity to put things right.

The terms and conditions of your policy explain the complaints procedure you should follow. Alternatively, you can contact us.

We want to make it easy to complain so if you would like to tell us you’re dissatisfied, you can:

• Email us: complaints@accreditedinsurance.com
• Phone us: 0207 977 0900 (lines open from 9am to 5pm Monday to Friday)
• Write to us: Ground Floor, 71 Fenchurch Street, London, EC3M 4BS

It would be helpful if you include:

• Your name
• The best way for us to contact you and your contact details
• Your policy or claim reference
• Details of what you think has gone wrong
• Any evidence that will help our investigation
• What you’d like us to do, to put things right
• If there is anything we can do to make things easier for you or adjustments we need to make – like writing in a larger font, a different colour, or braille , or perhaps you’d like to appoint a friend to represent you in your complaint
• Anything you think we should know about your personal circumstances including any vulnerabilities – for example, you are in ill-health or financial difficulty

How long it takes

It’s likely we’ll work with your Managing General Agent, to handle your complaint on our behalf. We’ll try to resolve your complaint in three working days.

If we can’t, we’ll acknowledge your complaint - in writing - within five working days and we’ll keep you updated with our progress. We’ll give you our final response as soon as we can.

We’re allowed up to eight weeks to look into things and give you our final response. If you’ve waited eight weeks and we’ve not given you our final response, you can take your complaint to the Financial Ombudsman Service – we explain how to do that below.

If you’re unhappy with our final response

You are welcome to tell us if you’re not happy – we might still be able to resolve things for you. Ultimately, if you’re not satisfied with our final response, you may refer your complaint to the Financial Ombudsman Service, free of charge. And you must do so within six months of our final response. If you don’t refer your complaint in time, the Ombudsman will not have our permission to consider your complaint. We’ll remind you of this in our final response.

If the Ombudsman makes a final decision, and it’s accepted by you, it will be legally binding - and we’ll resolve your complaint in the way the Ombudsman decides.

You may choose to pursue your complaint through the courts – you should seek advice from a lawyer or the Citizen’s Advice Bureau if you’re thinking about this and tell the Financial Ombudsman Service as soon as possible.

How to get in touch with the Financial Ombudsman Service

Post:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London, UK
E14 9SR

Telephone: 0300 123 9123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk 
Website: www.financial-ombudsman.org.uk 

For EU policyholders

You can expect the best possible service and support. But if we fall short of your expectations, we would like to hear from you, and have the opportunity to put things right.

The terms and conditions of your policy explain the complaints procedure you should follow with your Managing General Agent. Alternatively, you can contact us.

We want to make it easy to complain so if you would like to tell us you’re dissatisfied, you can:

• Email us: complaints@accreditedinsurance.com
• Phone us: +44 (0) 207 977 0900 (lines open from 9am to 5pm (UK time) Monday to Friday)
• Write to us: Ground Floor, 71 Fenchurch Street, London, EC3M 4BS

It would be helpful if you include:

• Your name
• The best way for us to contact you and your contact details
• Your policy or claim reference
• Details of what you think has gone wrong
• Any evidence that will help our investigation
• What you’d like us to do, to put things right
• If there is anything we can do to make things easier for you or adjustments we need to make – like writing in a larger font, a different colour, or braille, or perhaps you’d like to appoint a friend to represent you in your complaint
• Anything you think we should know about your personal circumstances including any vulnerabilities – for example, you are in ill-health or financial difficulty

How long it takes

It’s likely we’ll work with your Managing General Agent, to handle your complaint on our behalf. Your Managing General Agent will explain the timescales for handling complaints. If you’ve waited 15 working days or more, you may be able to refer your complaint to the Maltese Office of the Arbiter for Financial Service.

If you’re unhappy with our final response

You are welcome to tell us if you’re not happy – we might still be able to resolve things for you. Ultimately, if you’re not satisfied with our final response, you may refer your complaint to your local alternative dispute resolution organisation.

You can find details HERE.

Instead of using your local alternative dispute resolution organisation, you can choose to refer your complaint to the Maltese Office of the Arbiter for Financial Services but it is unlikely you’ll be able to use both services.

How to get in touch with the Maltese Office of the Arbiter for Financial Service

Post:
Office of the Arbiter for Financial Services
1st Floor
St Calcedonius Square
Floriana FRN 1530, Malta

Freephone: 80 072 366
Telephone: (+356) 21 249 245
Email: complaint.info@asf.mt 
Web: www.financialarbiter.org.mt

If your complaint is looked at by the Maltese Office of the Arbiter for Financial Services, you’ll pay them a fee of €25, which may be reimbursable in specific circumstances.

You can look at their website for more information: www.financialarbiter.org.mt/content/step-3-complain-us