Complaints
Procedure – Policies Underwritten by Chaucer Insurance Company DAC
For
policies issued prior to 2019 – Residents of Spain
We are
committed to providing you with an exceptional level of service and customer
care. We realise that things can go wrong and there may be occasions when you
feel that we have not provided the service you expected. If this happens, we
want to hear about it so that we can try to put things right.
*If you have
a complaint about the sale of your policy please contact:
Customer Care
Manager
Citybond
Suretravel
1 Tower View
Kings Hill
West Malling
Kent
ME19 4UY
United
Kingdom
Or email: quality@citybond.co.uk
Or call on:
+44 (0) 333 207 0506
*Or if you
would like to complain about the outcome of your claim, or assistance provided,
please contact:
Quality and
Improvements Manager
Travel
Insurance Facilities
1 Tower View
Kings Hill
West Malling
Kent
ME19 4UY
United
Kingdom
Or email: complaints@tif-plc.co.uk
Or call on:
+44 (0) 203 829 6604
If you are
still unable to resolve your complaint:
In the event
you remain dissatisfied and wish to make a complaint, you can do so at any time
by referring the matter to the complaints team at Chaucer, you can contact us
direct by post, telephone or e-mail at the address below:
Chaucer
Insurance Company DAC - Complaints
38 & 39
Baggot Street Lower
Dublin 2
D02 T938
Ireland
complianceenquiries@chaucerplc.com
T +353 1567
5580
Please quote
the policy number shown on your schedule when you contact us.
If we are
unable to resolve your complaint immediately, we will send you a written
acknowledgment within two days of receipt. We will then investigate your
complaint and, in most cases, send you a full response in writing within two
weeks of receipt.
In
exceptional cases, where we are unable to complete our investigations within
two weeks, we will send you a full written response as soon as we can, and in
any event within four weeks of receipt of your complaint.
Should you
remain dissatisfied with the final response from Chaucer or if you have not
received a final response within two months of the complaint being made, you
may:
(i)
submit the dispute to
arbitration in accordance with the terms of articles 57 and 58 of Spanish Royal
Legislative Decree 1/2007 on the Protection of Consumers; or
(ii)
agree with Chaucer to
submit the dispute to a mediator under the terms of Spanish Law 5/2012 of 6
July on the Mediation of Civil and Commercial Matters; or
(iii)
bring a claim before the
Court of first instance corresponding to your domicile in accordance with
section 24 of the Spanish Insurance Contract Act.
You may also
be eligible to refer your complaint to the Directorate General of Insurance in
Spain, whose contact details are as follows: Dirección General de Seguros y
Fondos de Pensiones (Servicio de Reclamaciones) Paseo de la Castellana, 44,
28046 Madrid Spain Tel: 902 19 11 11 www.dgsfp.mineco.es/es/Consumidor/ProteccionAsegurado/Paginas/InformacionProcedimiento.aspx
The complaints handling arrangements described above are without prejudice to
your rights in law.
You are also
able to use the EC On-line Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/
who will notify the Financial Ombudsman Service on your behalf.
Complaining
to the Financial Services Ombudsman in Ireland If you are dissatisfied with our
response, then you can raise the matter with the Financial Services Ombudsman’s
Bureau, an independent body that adjudicates on complaints, at the following
address:
Financial
Services Ombudsman
Third Floor
Lincoln House
Lincoln Place
Dublin 2
T +353 1 662
0899
www.fspo.ie
Complaints
about non-insured events and your travel arrangements must be referred to your
travel organiser.
