IF YOUR COMPLAINT IS ABOUT THE WAY A POLICY WAS SOLD TO YOU
If at any time you have a query or complaint regarding the way the policy was sold, you should refer to the insurance intermediary who sold the policy to you.
IF YOUR COMPLAINT IS ABOUT THE ADMINISTRATION OF THE POLICY
We always aim to provide a first-class service. If you should have a query or complaint regarding the administration of the Policy, you should address your complaint to the insurer as listed in your policy document:
AmTrust Europe Limited, Market Square House, St James’s Street, Nottingham, NG1 6FG
Tel. No: +44 (0)115 934 9852
We will contact you within three days of receiving your complaint to inform you of what action we are taking. We will try to resolve the problem and give you an answer within four weeks. If it will take us longer than four weeks we will tell you when you can expect an answer.
Alternatively, at any stage, you may have the right to contact the Financial Ombudsman Service who can review complaints from ‘eligible complainants’ which includes private individuals and sole traders and small partnerships with a yearly turnover of less than €1 million.
Further information can be found at: http://www.financial-ombudsman.org.uk
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9S
Telephone: 0800 023 456 or 0300 123 9 123
Mobile: 0300 123 9 123
From overseas: +44 20 7964 0500
Email: complaint.info@financial-ombudsman.org.uk
This complaints procedure does not affect any legal right you have to take action against us. However, please note that there are some instances where the Financial Ombudsman Service cannot consider complaints.
AmTrust International Underwriters DAC
If you wish to contact us by telephone regarding your complaint you can telephone us at 01 775 2900 . You will not need to put your complaint in writing unless you wish to do so. If you would prefer to outline your complaint to us in writing please write to;
Complaints Manager, 6-8 College Green, Dublin 2, D02 VP48
dublin@amtrustgroup.com
Response Timeframes
In accordance with the provisions of the Central Bank of Ireland’s Consumer Protection Code we will:
- Acknowledge your complaint in writing within five (5) business days from receipt.
- Provide you with the name of the individual who will handle your complaint until it has been resolved or cannot be processed any further within the company.
- Provide you with a written update in periods of no longer than twenty (20) business days.
- Attempt to investigate and resolve your complaint within forty (40) business days.
- Advise you in writing within five (5) business days of completion of our investigation, of the outcome and where applicable explain the terms of any offer of settlement being made.
- Offer you the opportunity to have your complaint treated as a written complaint where a verbal complaint is received.
- Advise you that you can consider our letter as our final response for the purpose of referring the matter to the Financial Services Ombudsman’s Bureau should you not be satisfied with our response to your complaint.
If your complaint is not subsequently resolved to your satisfaction, you may avail of your right to refer to the following:
The Financial Services and Pensions Ombudsman
Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Phone: +3531 567 7000
Email: info@fspo.ie
Website: www.fspo.ie/
Central Bank of Ireland
New Wapping Street, North Wall Quay, Dublin 1, D01 F7X3 or PO Box 559, Dublin 1.
Phone: 1890 777 777 or +353 1224 6000
Wesbite: www.centralbank.ie/
Where different complaint processes apply in other jurisdictions, AmTrust International Underwriters DAC will adhere to the local conduct of business rules.
Motors Insurance Company Limited t/a Car Care Plan Insurance
IF YOUR COMPLAINT IS ABOUT THE WAY A POLICY WAS SOLD TO YOU
If at any time you have any query or complaint regarding the way the policy was sold, you should refer to the insurance intermediary who sold the policy to you.
IF YOUR COMPLAINT IS ABOUT THE ADMINISTRATION OF THE POLICY
We always aim to provide a first-class service. If you should have a query or complaint regarding the administration of the Policy, you should address your complaint to the insurer as listed in your policy document:
Motors Insurance Company Limited, Jubilee House, Mid Point, Bradford, BD3 7AG
Tel. No: +44 (0) 344573 7549
Email: dave.mcloughlin@motors-insurance.co.uk
We will contact you within three days of receiving your complaint to inform you of what action we are taking. We will try to resolve the problem and give you an answer within four weeks. If it will take us longer than four weeks we will tell you when you can expect an answer. Alternatively, at any stage, you may have the right to contact the Financial Ombudsman Service who can review complaints from ‘eligible complainants’ which includes private individuals and sole traders and small partnerships with a yearly turnover of less than €1 million.
Further information can be found at: http://www.financial-ombudsman.org.uk
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9S
Telephone: 0800 023 4567 or 0300 123 9 123
Mobile: 0300 123 9 123
Overseas: +44 20 7964 0500
Email: complaint.info@financial-ombudsman.org.uk
This complaints procedure does not affect any legal right you have to take action against us. However, please note that there are some instances where the FOS cannot consider complaints.
AMT Mortgage Insurance Limited t/a AmTrust International
IF YOUR COMPLAINT IS ABOUT THE WAY A POLICY WAS SOLD TO YOU
If at any time you have any query or complaint regarding the way the policy was sold, you should refer to the insurance intermediary who sold the policy to you.
IF YOUR COMPLAINT IS ABOUT THE ADMINISTRATION OF THE POLICY
We always aim to provide a first-class service. If You should have a query or complaint regarding the administration of the Policy, you should address your complaint to the insurer as listed in your policy document:
AMT Mortgage Insurance Limited, 47 Mark Lane, London, EC3R 7QQ
Telephone: +44 (0)20 7280 6000
We will reply within five (5) working days from when we receive your complaint. If it is not possible to give you a full reply within this time (for example, because a detailed investigation is required), we will give you an interim response telling you what is being done to deal with your complaint, when you can expect a full reply and from whom. In most cases your complaint will be resolved within four (4) weeks. If it will take us longer than four (4) weeks then we will tell you when you can expect an answer.
Alternatively, at any stage, you may have the right to contact the Financial Ombudsman Service who can review complaints from ‘eligible complainants’ which includes private individuals and sole traders and small partnerships with a yearly turnover of less than €1 million.
Further information can be found at: www.financial-ombudsman.org.uk
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9S
Telephone: 0800 023 4567 or 0300 123 9 123
Mobile:0300 123 9 123
Overseas: +44 207 964 0500
Email:complaint.info@financial-ombudsman.org.uk
This complaints procedure does not affect any legal right you have to take action against us. However, please note that there are some instances where the FOS cannot consider complaints
Nationale Borg
If you have a question or a suggestion how we can improve our customer service, please contact Nationale Borg. We would like to hear from you and will try to find a proper solution. In case you have any complaints about our service, we would like to hear those as well. There are various ways to submit your question, suggestion or complaint.
By email to info@nationaleborg.nl, or by letter to NV Nationale Borg, PO Box 955, 1000 AZ Amsterdam, the Netherlands, full details can be found at www.nationaleborg.nl
If your question, suggestions or complaint can be handled without the need for additional information, we will inform you within two weeks about our answer or solution. If we need more than two weeks to provide a proper response, you will receive confirmation of receipt within two weeks from the department or staff member charged with the investigation of your question or complaint. In our confirmation, we will state who is dealing with your question or complaint, a file number, the expected response date and a telephone number you can call for additional questions or remarks.
We try to find the best solution for every complaint, but in case you don’t agree with a proposed solution, we invite you to write to our Compliance Officer at the address above.
In your letter, please include all relevant information, such as contact details, contract information and copies of relevant documents. After sending you confirmation of receipt of your letter, our Compliance Officer will investigate the matter and the proposed solution. He will then inform you about his findings within the term indicated in his confirmation. If, by any chance, you cannot agree with the solution offered, you can of course submit your complaint to the courts for a binding judgement.
AmTrust at Lloyds
AmTrust aims to provide the highest quality of service to our customers at all times but we recognise that complaints may arise. If you feel that we have failed to provide you with the best service possible, please let us know immediately. We take all complaints seriously and we are committed to resolve your complaint quickly, openly and fairly.
If you have a complaint about any aspect of your insurance cover provided by AmTrust at Lloyd’s or any of our dealings with you, please follow the complaints procedures detailed in your policy documentation.
Alternatively, you can contact us directly using the following contact information:
Head of Compliance, AmTrust at Lloyd’s, Exchequer Court, 33 St Mary Axe, London, EC3A 8AA Email: complaints@amtrustgroup.com
Telephone: +44 (0) 115 934 9852
Please quote your policy number as shown in your schedule when you contact us. We will respond to you with our decision within 2 weeks; or 4 weeks if your complaint is more complex. We will write to you within 2 weeks explaining our need for a longer period of investigation if necessary.
If you remain dissatisfied with our response, you may refer your complaint to Lloyd’s of London. Lloyd’s of London will investigate the matter and provide you with a final response. Lloyd’s contact details are as follows:
Complaints, Lloyd’s, One Lime Street, EC3M 7HA
Email: complaints@lloyds.com
Telephone: +44 (0) 20 7327 5693
Fax: +44 (0) 20 7327 5225
Website: www.lloyds.com/complaints
Ultimately, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman service (FOS). FOS is an independent free service in the UK for settling disputes between consumers and businesses providing financial services.
The FOS’s contact details are as follows:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Email: Complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567 (calls are free from landlines and mobile phones) / 0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers) / +44 20 7964 0500 (for calls outside the UK)
Website: www.financial-ombudsman.org.uk
The European Commission also provides an on-line dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. The ADR scheme for AmTrust at Lloyd’s is the Financial Ombudsman Service, which can be contacted directly using the contact details above. For more information about ODR please visit http://ec.europa.eu/odr
European Commission's Dispute Resolution
If you have bought a product online and are unhappy with the product or service you have received, you can also use the
European Commission’s Online Dispute Resolution platform to make a complaint.
The purpose of this platform is to identify a suitable Alternative Dispute Resolution in the country/territory where you bought. Please be aware that if you use this service, the relevant Ombudsman will only be able to consider your complaint after AmTrust have had the opportunity to consider it and respond.