In the event that you wish to make a complaint regarding your policy or claim please follow the complaints procedure shown on your schedule.
If you remain dissatisfied after we have considered your complaint, or if you have not received a written final response within eight weeks from the date of your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service who will independently consider your complaint free of charge. Their contact details are:
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Telephone: (Fixed): 0800 0234567 Tel (Mobile): 0300 1239123
Tel (Outside UK): +44 (0) 20 7964 0500
Fax: +44 (0)20 7964 1001
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Please note:
• You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.
• The Financial Ombudsman Service will normally only consider a complaint from private individuals or from a business that has an annual turnover of 2 million Euros or less and fewer than 10 employees.
• Alternatively, if you are a private individual and you have bought a product or service online you may have the right to register your complaint with the European Commission’s online dispute resolution (ODR) platform. The ODR platform will redirect your complaint to the appropriate alternative dispute resolution body. For further details visit http://ec.europa.eu/odr
The complaints handling arrangements above are without prejudice to your rights in law.