Complaints
Procedure – Policies Underwritten by Chaucer Insurance Company DAC
For
policies issued in 2020 – Residents of Cyprus
We are
committed to providing a high level of customer service. If you do not feel we
have delivered this, we would welcome the opportunity to put things right for
you.
Many concerns
can be resolved straight away
Please get in
touch with the relevant party shown below, as they may be able to provide you
with an immediate response to your satisfaction.
1. Does
your complaint relate to a claim?
a) In the
first instance, please contact:
The
Complaints Officer
Claims
Settlement Agencies,
308-314
London Road,
Hadleigh,
Benfleet,
Essex
SS7 2DD
United
Kingdom
Email: info@csal.co.uk
Tel: 01702
553443
When you make
contact please provide the following information:
* Your name,
address and postcode, telephone number and e-mail address (if you have one)
* Your policy
and/or claim number, and the type of policy you hold
* The reason
for your complaint.
Any written
correspondence should be headed ‘COMPLAINT’ and you may include copies of
supporting material.
If we are
unable to resolve your complaint immediately, we will send you a written
acknowledgement within two (2) days of receipt. We will then investigate your
complaint and, in most cases, send you a full response in writing within two
(2) weeks of receipt. In exceptional cases, where we are unable to complete our
investigations within two (2) weeks, we will send you a full written response
as soon as we can, and in any event within four (4) weeks of receipt of your
complaint.
b) If you are
dissatisfied with our response, then you can raise the matter with the
Financial Services and Pensions Ombudsman (FSPO), an independent body that
adjudicates on complaints, at the following address:
Financial
Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Telephone:
+353 1 567 7000
Email: info@fspo.ie Website: www.fspo.ie
You may be
eligible to refer your complaint to the Financial Ombudsman of the Republic of
Cyprus.
The contact
details are as follows:
Financial
Ombudsman of the Republic of Cyprus
PO Box 25735
1311 Nicosia
Cyprus
Tel: +357
2284 8900
E-mail: complaints@financialombudsman.gov.cy
Website: http://www.financialombudsman.gov.cy/forc/forc.nsf/index_en/index_en?
The
complaints handling arrangements above are without prejudice to your right to
commence a legal action or an alternative dispute resolution proceeding in
accordance with your contractual rights.
2. Does
your complaint relate to your policy?
a) In the
first instance, please contact:
Citybond
Suretravel
1 Tower View
Kings Hill
West Malling
Kent
ME19 4UY
Email: complaints@tifgroup.co.uk
Tel: 0203 829
6604
When you make
contact please provide the following information:
* Your name,
address and postcode, telephone number and e-mail address (if you have one)
* Your policy
and/or claim number, and the type of policy you hold
* The reason
for your complaint
Any written
correspondence should be headed ‘COMPLAINT’ and you may include copies of
supporting material.
If we are
unable to resolve your complaint immediately, we will send you a written
acknowledgement within two (2) days of receipt. We will then investigate your
complaint and, in most cases, send you a full response in writing within two
(2) weeks of receipt.
In
exceptional cases, where we are unable to complete our investigations within
two (2) weeks, we will send you a full written response as soon as we can, and
in any event within four (4) weeks of receipt of your complaint.
b) If you are
dissatisfied with our response, then you can raise the matter with the
Financial Ombudsman Service (FOS). The FOS is an independent body that
arbitrates on complaints about general insurance products. You have six (6)
months from the date of our final response to refer your complaint to the FOS.
If we cannot
resolve your complaint, you may refer it to Financial Ombudsman Service (FOS)
at the following address:
Financial
Ombudsman Service
Exchange
Tower
London
E14 9SR
Telephone:
+44 207 964 1000 (if you’re calling from outside the UK)
Telephone:
0800 023 4567 – From UK Landline
Telephone:
0300 123 9123 – From UK Mobile
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
You may be
eligible to refer your complaint to the Financial Ombudsman of the Republic of
Cyprus.
The contact
details are as follows:
Financial Ombudsman
of the Republic of Cyprus
PO Box 25735
1311 Nicosia
Cyprus
Tel: +357
2284 8900
E-mail: complaints@financialombudsman.gov.cy
Website: http://www.financialombudsman.gov.cy/forc/forc.nsf/index_en/index_en?
The
complaints handling arrangements above are without prejudice to your right to
commence a legal action or an alternative dispute resolution proceeding in
accordance with your contractual rights.
If you
purchased your policy online, 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 Services and Pensions Ombudsman on your behalf.
Please note that this can only be used for complaints about purchases made
online.
Complaints
about non-insured events and your travel arrangements must be referred to your
travel organiser.
