HOW TO MAKE A COMPLAINT

The aim is to provide you with a high-quality service at all times, every effort will always be made to sort out any enquiry or problem that you may have. If you have any questions or concerns about your policy or the handling of a claim you should, in the first instance, please contact:

The Managing Director,
Compass Underwriting Ltd,
50 Mark Lane,
London, EC3R 7QR

                         Tel no: 020 7398 0100
                         Fax no: 020 7398 0109

 e-mail: info@compassuw.co.uk

                         If your complaint can be resolved within three business days:

We will aim to resolve your concerns within three business days, following receipt of your complaint. A written Summary Resolution Communication will be provided to you if the complaint is resolved to your satisfaction.

In the unlikely event that you remain dissatisfied, you may be entitled to refer the matter to the Financial Ombudsman Service, free of charge.

If your complaint cannot be resolved within three business days:

We will send you an acknowledgement letter to explain your complaint has been escalated to the Head of Compliance, who will investigate your complaint and keep you informed throughout the process.

We will investigate your complaint and provide one of the following within 8 weeks of receipt of your complaint:

  •  final response letter explaining the outcome of our investigation, the reason for our decision and information on how to steps to take, should you remain dissatisfied; or
  • A holding letter confirming when we anticipate we will have concluded our investigation.

Referring to the Financial Ombudsman Service:

Should you remain dissatisfied with the outcome of our investigation or we are unable to conclude our investigation within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (*if eligible), provided you do so within 6 months of the date of the Final Response.

The Financial Ombudsman Service contact details:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

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

This procedure is in addition to any other legal rights You may have to take legal proceedings.

* The Financial Ombudsman Service may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first, or if you are:

  • a business with more than 10 employees and a group annual turnover of more than €2 million; or
  • a trustee of a trust with a net asset value of more than £1 million; or
  • a charity with an annual income of more than £1 million.


Online dispute resolution
If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online Dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online.  You can access the ODR platform on http://ec.europa.eu/odr.