Reach out using options below

Complaints Procedure

When lodging a complaint, please provide us with your full name, policy number or membership number, contact information (address, telephone number and email address), copies of any relevant documents and a clear description of your complaint. We will do our best to resolve your complaint in a prompt manner.

We will acknowledge receipt of your complaint in writing within 3 business days of receipt and give you the name and contact details of the staff responsible for the resolution of your complaint. We will investigate your complaint to ascertain whether the complaint can be resolved immediately. If the complaint can be resolved immediately, we will take the necessary action and advise you accordingly in writing. If the complaint cannot be resolved immediately, we will send you a written summary of the steps to be taken to resolve the matter and the expected date of resolution.

If we are unable to resolve your complaint within 21 business days of receiving the complaint we will notify you by means of a written update. This will outline the current status of your complaint and the expected date of resolution. If we are unable to resolve your complaint within a further 10 business days of the written update (31 business days since the complaint was received by us), we will notify you giving full written reasons as to why the outcome was not favourable. The company typically aims to resolve customer complaints within 31 business days. If the complaint is more complex requiring more extensive investigation and takes longer than 31 business days to resolve, we will communicate the reasons for the delay and advise you of the new deadline to resolve the complaint. If you are still dissatisfied with our process or outcome, you can refer the matter to the Financial Services Authority.