If You Are Dissatisfied

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within reasonable timeframe, and no longer than 8 (eight) weeks of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Office for Complaints concerning insurance intermediaries in Austria at the Federal Minister for Labour, Social Affairs, Health and Consumer Protection. The contact details are as follows:

Beschwerdestelle über Versicherungsvermittler im BMAW, Bundesministerium für Arbeit und Wirtschaft
Stubenring 1, 1010 Vienna
Abteilung VI/A/1

Website: https://www.bmaw.gv.at/public.html

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.

Your complaint will be acknowledged, in writing, within 3 (three) business days of the complaint being made, unless an answer on the merits is given in the week.

A decision on your complaint will be provided to you, in writing, within 1 (one) month of the complaint being received.

If it is not possible to adhere to these time frames, the reasons must be made clear to the complainant in writing, indicating the period within which a definite answer can be expected.

Should you remain dissatisfied with the final response or if you have not received a final response within 1 (one) month of the complaint being received, you may be eligible to refer your complaint to the Insurance Ombudsman in Belgium. The contact details are as follows:

Insurance Ombudsman
Square de Meeûs 35
1000 Bruxelles
Belgium

Telephone: +32 (0) 2 547 58 71
Fax: +32 (0) 2 547 59 75
E-mail: 

Website: https://www.ombudsman-insurance.be/fr

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.

Your complaint will be acknowledged, in writing, writing 5 (five) business days of the complaints being made.

A decision on your complaint will be provided to you, in writing, within 1 (one) month of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 1 (one) month of the complaint being made, you may be eligible to refer your complaint to the Financial Supervision Commission in Bulgaria. The contact details are as follows:

Financial Supervision Commission
No. 16 Budapeshta Str.
1000 Sofia
Bulgaria

Telephone: +359 2 9404 999
Fax: +359 2 9404 606
E-mail: 

Website: https://www.fsc.bg/?lang=en

The Consumers Protection Commission may also be contacted. Contact details are as follows:

Consumers Protection Commission
4A Slaveykov Sq., fl. 3, 4 and 6
1000 Sofia
Bulgaria

Telephone: 0700 111 22
E-mail:

Website: www.kzp.bg

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.

Your complaint will be acknowledged, in writing, writing 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 8 (eight) weeks of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Croatian Financial Services Supervisory Agency (HANFA). The contact details are as follows:

Croatian Financial Services Supervisory Agency
Hrvatska Agencija za Nadzor Financijskih Usluga (HANFA)
Franje Račkoga 6
Zagreb
HR – 10000
Croatia

Telephone: +385 1 6173 200
Fax: +385 1 4811507
E-mail: 

Website: https://www.hanfa.hr/consumers/complaints-to-hanfa/

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.

Your complaint will be acknowledged, in writing, within 2 (two) business days of the complaint being received.

A decision on your complaint will be provided to you, in writing, within 15 (fifteen) business days of the complaint being received. If it is not feasible to make a decision within 15 (fifteen) business days, you will be informed about the reasons for the delay, in writing, before the end of the 15 (fifteen) business day time limit and advise you when it expects to provide you with its decision. The additional time taken by the insurer to provide you with its decision on the complaint will be within 30 (thirty) business days from the end of the original 15 (fifteen) business day time limit.

Should you remain dissatisfied with the final response or if you have not received a final response within 3 (three) months of the complaint being received, 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 26722
1647 Nicosia
Cyprus

OR

Financial Ombudsman of the Republic of Cyprus
15 Kypranoros
1061 Nicosia
Cyprus

Fax: 22-660584
Fax: 22-660118
E-mail:

Website: www.financialombudsman.gov.cy

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint be ng made.

A decision on your complaint will be provided to you, in writing, within 8 (eight) weeks of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Czech National Bank. The contact details are as follows:

Czech National Bank
Consumer Protection Department
Na Príkope 864/28
115 03 Prague 1
Czech Republic

Reg. No. 48136450

Telephone: +420 224 411 111
Fax: +420 224 412 404
Green line: +420 800 160 170
Electronic form

Website: https://www.cnb.cz/en/public/contacts/complaints-concerning-financialinstitutions/index.html

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.

Your complaint will be acknowledged, in writing, within 3 (three) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within reasonable time, and no longer than 8 (eight) weeks of the complaint being received.

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being received, you may be eligible to refer your complaint to the Insurance Complaints Board in Denmark. The contact details are as follows:

Ankenævnet for Forsikring
Østergade 18, 2
1100 København K
Denmark

Telephone: +45 33 15 89 00
E-mail:

Website: www.ankeforsikring.dk/english

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 15 (fifteen) calendar days of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 15 (fifteen) calendar days of the complaint being made, you may be eligible to refer your complaint to the EU Consumer Center. The contact details are as follows:

EU Consumer Center
Endla 10A
10122 Tallinn
Estonia

Telephone: +372 620 1707
E-mail:

Website: https://consumer.ee/

A complainant may also contact the EFSA for independent advice and explanations if the insurer is unable to resolve the problem or the complainant feels it did not get sufficient explanation. In general, the contact details for the EFSA are:

Finantsinspektsioon
Sakala 4
15030 Tallinn
Estonia

Telephone: +372 668 0500
Fax: +372 668 0501
E-mail:

Website: https://www.fi.ee/en/consumer/when-should-i-contact-finantsinspektsioon

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 8 (eight) weeks of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Ombudsman Bureau or the Consumer Disputes Board. The contact details of these organisations are as follows:

Financial Ombudsman Bureau
Porkkalankatu 1
00180 Helsinki
Finland

Telephone: +358 9 6850 120
E-mail:

Website: www.fine.fi/en/frontpage.html

Consumer Disputes Board
Hämeentie 3
P.O. Box 306
00531 Helsinki
Finland

Telephone: +358 29 566 5200
Fax: +358 29 566 5249
E-mail:

Website: https://www.kuluttajariita.fi/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. You are entitled to institute a claim in the district court of your place  of residence in Finland if you are Finnish resident and a policyholder, insured or beneficiary under your insurance contract. Such claim may be instituted within three years after receiving a written information on the final response.

Your complaint will be acknowledged, in writing, within 10 (ten) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 2 (two) months of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 2 (two) months of the complaint being made, you may be eligible to refer your complaint to the Insurance Ombudsman in France. The contact details are as follows:

Insurance Ombudsman
TSA 50110
75441 Paris Cedex 09
France

Website: https://www.mediation-assurance.org/Bienvenue

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.

Your complaint will be acknowledged, in writing, promptly, and no longer than 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, without any unnecessary delay, and no longer than 6 (six) weeks of the complaint being made.

When an answer cannot be provided within the expected time limits, the insurer will inform you in an appropriate manner about the causes of the delay and indicate when the investigations will be likely concluded.

Should you remain dissatisfied with the final response or if you have not received a final response within 6 (six) weeks of the complaint being made, you may be eligible to refer your complaint to the Insurance Ombudsman. The contact details are as follows:

Insurance Ombudsman
Versicherungsombudsmann e.V.
Postfach 080632
10006 Berlin
Germany

Complaints may be submitted online

Telephone: 0800 3696000
Telephone: +49 (0) 30 206058 99 (from outside Germany)
Fax: 0800 3699000
Fax: +49 (0) 30 206058 98 (from outside Germany)

Website: www.versicherungsombudsmann.de

You may refer your complaint to the Insurance Ombudsman if you are a consumer or in a consumer-like position concerning an insurance contract, the complaint does not relate to private health and nursing care insurance and the value of the complaint is EUR 100,000 or less.

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 50 (fifty) calendar days of the complaint being received.

Should you remain dissatisfied with the final response or if you have not received a final response within 50 (fifty) calendar days of the complaint being received, you may be eligible to refer your complaint to the Hellenic Consumers Ombudsman, the Bank of Greece or the General Secretariat of Consumer Affairs in Greece. The contact details of the above organisations are as follows:

Hellenic Consumers Ombudsman
144 Alexandras Avenue
114 71, Athens
Greece

Telephone: +30 210 646 0862
Telephone: +30 210 6460814
Telephone: +30 210 6460612
Telephone: +30 210 6460734
Telephone: +30 210 6460458
Fax: +30 210 646 0414
E-mail: 

Website: www.synigoroskatanaloti.gr/index.html

Complaints referred to the Hellenic Consumers Ombudsman must be submitted to it within 1 (one) year you becoming aware of the act or omission that gave rise to the complaint.

Bank of Greece
21 E. Venizelos Avenue
102 50, Athens
Greece

Telephone: +30 210 320 1111
E-mail:

Website: https://www.bankofgreece.gr/en/main-tasks/supervision/credit-institutions/complaints-to-the-bank-of-greece

Ministry of Development and Investments
General Secretariat for Trade and Consumer Protection
Directorate-General for Consumer Protection Kaniggos Square
10181 Athens
Greece

Telephone: 210 3332000
E-mail:

Website: mindev.gov.gr

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 30 (thirty) calendar days of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) calendar days of the complaint being made, you may be eligible to refer your complaint to the Financial Consumer Protection Centre or the Financial Arbitration Board in Hungary. The contact details for these organisations are as follows:

Financial Consumer Protection Centre
Hungarian National Bank
BKKP Postafiók: 777
1534 Budapest
Hungary

Telephone: +36 80 203 776
E-mail:

Website: www.mnb.hu/en/financial-consumer-protection-center

The Financial Arbitration Board
Krisztina korut 39
1013 Budapest
Hungary

Telephone: +36 80 203 776
E-mail:

Website: www.mnb.hu/en/hungarian-financial-arbitration-board

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 4 (four) weeks of the complaint being made. If it is not possible to respond to you within this time period, you will be advised of the reason for the delay and the date when a response will be provided to you.

Should you remain dissatisfied with the final response or if you have not received a final response within 4 (four) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Supervisory Authority in Iceland. The contact details are as follows:

The Insurance Complaints Committee
Guðrúnartún 1
105 Reykjavík
Iceland

E-mail:

Website: https://en.fme.is/supervision/consumer-affairs/the-insurance-complaintscommittee/

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

You will also be informed of the name of one or more individuals that will be your point of contact regarding your complaint until the complaint is resolved or cannot be progressed any further.

You will be provided with an update on the progress of the investigation of your complaint, in writing, within 20 (twenty) business days of the complaint being made.

A decision on your complaint should be provided to you, in writing, within 40 (forty) business days of the complaint being made.

Once the 40 (forty) business days have passed and the complaint has not been resolved, you will be advised of the expected timescale in which the complaint should be resolved.

Should you remain dissatisfied with the final response or if you have not received a final response within 40 (forty) business days of the complaint being made, you may be eligible to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The contact details are as follows:

Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Ireland

Telephone: +353 1 567 7000
E-mail: 

Website: www.fspo.ie

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.

A decision on your complaint will be provided to you, in writing, within forty-five (45) calendar days of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within forty-five (45) calendar days of the complaint being made, you may be eligible to refer your complaint to the Institute for Insurance Supervision (IVASS). The contact details are as follows:

Institute for Insurance Supervision (IVASS)
Via del Quirinale 21
00187 Rome
Italy

Telephone: 800 486661 (from Italy)
Telephone: +39 06 404 14 679 (from outside Italy)
Fax: +39 06 42133 206
Certified e-mail (Italy only):

The IVASS website provides further information about how to refer your complaint to IVASS and a template letter that may be used. Please see the link below.

Website: www.ivass.it

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 20 calendar days of the complaint being made.

If this term objectively cannot be observed, the insurer must explain the reasons for it and indicate a reasonable term for providing the response. Should you remain dissatisfied with the final response or if you have not received a final response within 20 calendar days of the complaint being made, you may be eligible to refer your complaint to the Latvian Insurers Association (LIA). The contact details of the organisation are as follows:

Latvian Insurers Association (LIA)
4, Toma street, 1st floor
Riga, LV-1003
Latvia

Telephone: +371 67360898
E-mail:

Website: https://www.laa.lv/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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 8 (eight) weeks of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Market Authority. The contact details are as follows:

Financial Market Authority
Landstrasse 109
P.O. Box 279
9490 Vaduz
Liechtenstein

Telephone: +423 236 73 73
Fax: +423 236 72 38
E-mail: 

Website: www.fma-li.li/en/client-protection/complaints.html

You may also be eligible to refer your complaint to the Conciliation Board. The contact details are:

Conciliation Board of Liechtenstein
Dr. Peter Wolff, Attorney-at-Law
Landstrasse 60
PO Box 343
FL-9490 Vaduz
Principality of Liechtenstein

Telephone: +423 220 20 00
Fax: + 423 220 20 01
E-mail: 

Website: http://www.schlichtungsstelle.li/index_en.html 

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being received.

A decision on your complaint will be provided to you, in writing, within 15 (fifteen) business days of the complaint being received. In exceptional cases, when it is impossible to provide a reply within 15 (fifteen) business days for reasons beyond the control of the insurance undertaking, it must send a non-exhaustive reply indicating clearly the reasons for the delay and the time limit within which the complainant will receive the final reply. In any case, the time limit for submitting the final reply may not exceed 35 (thirty-five) business days of the complaint being received.

Should you remain dissatisfied with the final response or if you have not received a final response within 15 (fifteen) business days or in exceptional cases 35 (thirty-five) business days, you may be eligible to refer your complaint to the Bank of Lithuania. The contact details are as follows:

Bank of Lithuania
Žalgirio g. 90
LT-09303 Vilnius
Lithuania

Telephone: +370 612 69200
Telephone: +370 668 77101
Fax: +370 5 268 0038
E-mail:

Website: https://www.lb.lt/en/complaints-against-a-financial-service-provider

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.

Your complaint will be acknowledged, in writing, within a period not exceeding 10 (ten) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within a period not exceeding 30 (thirty) days from the date of receipt of the complaint.

Where an answer could not be provided within this period, the professional must inform the complainant of the reasons for the delay and indicate the date on which his examination is likely to be achieved.

Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) days from the date of receipt of the complaint, you may be eligible to refer your complaint to the Mediateur en Assurances (ACA). Their contact details are as follows:

ACA, Association des Compagnies d’Assurances et de Reassurances
(Luxembourg Insurance and Reinsurance Association)
Mediateur en Assurances (Insurance Ombudsman)
12, rue Erasme
L – 1468 Luxembourg

Telephone: (+352) 44 21 44 1
Fax: (+352) 44 02 89
E-mail: 

Website: https://www.aca.lu/en/insurance-obudsman

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.

Your complaint will be acknowledged, in writing, with 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 15 (fifteen) working days of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 15 (fifteen) working days of the complaint being made, you may be eligible to refer your complaint to the Arbiter for Financial Services in Malta. The contact details are as follows:

Office of the Arbiter for Financial Services
1st Floor
St Calcedonius Square
Floriana FRN 1530
Malta

Telephone: 80072366 (from inside Malta)
Telephone: +356 212 49245 (from outside Malta)
Mobile or WhatsApp: +356 79219961
E-mail:

Submitting a complaint online: https://financialarbiter.org.mt/oafs/enquiry

Website: https://financialarbiter.org.mt/

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.

Your complaint will be acknowledged, in writing, within 2 weeks of the complaint being received.

A decision on your complaint will be provided to you, in writing, within 8 (eight) weeks of the complaint being received.

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks after the complaint has been received by the insurer, you may be eligible to refer your complaint to the Financial Services Complaints Tribunal (Kifid) in the Netherlands. The contact details are as follows:

Financial Services Complaints Tribunal – Klachteninstituut Financiële Dienstverlening (Kifid)
Postbus 93257
2509 The Hague
The Netherlands

Telephone: +31 (0) 70 333 8 999
E-mail: 

Website: www.kifid.nl

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.

Your complaint will be acknowledged, in writing, within 5 (five) working days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 15 (fifteen) working days of the complaint being received.

If a final answer cannot be provided within 15 working days of the complaint being received, the insurer must send a preliminary answer to the complainant with a clear indication of the reasons why the answer is not yet available, and with an indication of when the complainant will receive a final answer. In extraordinary cases, beyond the insurers control, the deadline for sending such a preliminary response can be extended to up to 35 working days from receipt.

Should you remain dissatisfied with the final response or if you have not received a preliminary answer within 15 (fifteen) working days of the complaint being received, or at any time after you have made the complaint to the party named above, you may refer your complaint to the Norwegian Financial Services Complaints Board. The contact details are as follows:

Norwegian Financial Services Complaints Board (FinKN)
Postboks 53 Skøyen
0212 Oslo
Norway

Telephone: +47 23 13 19 60
Fax: +47 23 13 19 70
E-mail:

Website: www.finkn.no/English

If you have a ‘Fire & Natural perils’ policy and you experience a decreased compensation or a refusal of compensation from the Insurer, you have the right to appeal to the Appeals Board for Natural Damage Cases. The contact details are as follows:

Norwegian National Scheme for Natural Damage Assistance/Appeals Board for Natural Damage Cases c/o Norwegian Agriculture Agency
Post-box 1450 Vika
N-0116 Oslo
Norway

Tel: +47 2413 1000
Email:
Website: www.naturskadeordningen.no

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you in writing by post, within 30 (thirty) days of the complaint being received. The decision may be sent to you by e-mail if you requested this and provided an e-mail address.

If it is not able to provide you with a decision within 30 days because it is a complex complaint, you will be contacted. You will be advised of the reason for the delay, the circumstances that must be established to handle the case and the expected timescale within which a response will be provided, which will not be more than 60 (sixty) days after the complaint has been received.

Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) days of the complaint being made, you may – as a natural person – be eligible to refer your complaint to the Financial Ombudsman. The contact details are as follows:

Financial Ombudsman
ul. Nowogrodzka 47a
00-695 Warsaw
Poland

Telephone: +48 22 333 73 26/27
Fax: +48 22 333 73 29
E-mail:

Website: https://rf.gov.pl/en/home/

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.

Complaints must be filed in writing, on a durable medium, preferably digital and must contain all information necessary for an adequate handling, including full details of the complainant, and clear description of the facts giving raise to the complaint.

Your complaint will be acknowledged in writing, within 5 (five) business days of the complaint being made. At that moment, you will be informed of the date when the investigation is expected to be finished.
A decision on your complaint will be provided to you, in writing, within 20 (twenty) business days [or 30 (thirty) business days for exceptional or complex cases] of the complaint being received.

Should you remain dissatisfied with the final response or if you have not received a final response within 20 (twenty) business days [or 30 (thirty) business days for exceptional or complex cases] of the complaint being received, you may refer your complaint to the independent Customers’ Ombudsman appointed by Lloyd’s Insurance Company. The Ombudsman will review the complaint within 30 (thirty) business days of receipt [or 45 (forty-five) business days in exceptional cases] and issue a recommendation accordingly. The contact details are:

Mr Gonçalo Vareiro
FIRM Fragoso, Vareiro Sociedade de Advogados SP, RL
Avenida Liberdade, 67-B, 2ª
1250-140
Lisbon
Portugal

Fax: +351 213472251
E-mail:

You may also bring a complaint before the Authority for the Supervision of Insurance and Pension Funds (ASF).
The contact details are below:

Authority for the Supervision of Insurance and Pension Funds (ASF)
Av. da República, 76
1600-205 Lisbon
Portugal

Telephone: (351) 21 790 31 00
Fax: (351) 21 793 85 68

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 8 (eight) weeks of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Supervisory Authority (ASF). The contact details are as follows:

Financial Supervisory Authority / Autoritatea de Supraveghere Financiara (ASF)
Splaiul Independentei No. 15, sector 5
050092 Bucharest
Romania

Telephone: +4 08 00 825 627
Telephone: 004 021 668 1208
Fax: 021 659 60 51
Fax: 021 659 64 36
E-mail:
E-mail:

Website: asfromania.ro

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 wish to make a complaint it will be addressed according to the Two Stage complaint handling procedure outlined below.

Stage One
Your complaint will be acknowledged within 5 (five) business days.

You will receive a response to your Complaint within 14 (fourteen) business days of the date of receipt of your complaint, provided we have all the necessary information and have completed any investigation required.

If we cannot respond within 14 (fourteen) business days because we do not have all necessary information or we have not completed our investigation, we will let you know as soon as reasonably practicable within the 14-business-day timeframe and agree a reasonable alternative timetable with you. If we cannot reach an agreement on an alternative timetable, we will advise you of your right to take your Complaint to Stage Two of the Complaint Process, and we will keep you informed about the progress of our response at least every 10 (ten) business days, unless you agree otherwise.

We will respond to your Complaint in writing and tell you about our decision in relation to your Complaint, the reasons for our decision and your right to take your Complaints to Stage Two if our decision at Stage One does not resolve your Complaint to your satisfaction.

Stage Two
If our Stage One decision does not resolve your Complaint to your satisfaction, you may advise us that you wish to take your Complaints to Stage Two.

Stage Two review will be conducted by the Insurer specified on your insurance policy, typically a senior claims team member and a senior underwriter.

We will respond with our Stage Two review decision within 15 (fifteen) business days of the date of receipt of your request to escalate your Complaint to Stage Two, provided we have all necessary information and have completed any investigation required.

External Dispute Resolution
If our decision at Stage Two does not resolve your Complaint to your satisfaction, or if we do not resolve your Complaint within 45 calendar days of the date we first received your Complaint, you may, if eligible, refer your Complaint to the Financial Industry Disputes Resolution Centre Ltd (FIDReC) at:

Financial Industry Disputes Resolution Centre Ltd (FIDReC)
36 Robinson Road
#15-01
City House
Singapore 068877

Telephone Number: (65) 6327 8878
Fax: (65) 6327 8488 / (65) 6327 1089
Email:

Website: https://www.fidrec.com.sg

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 8 (eight) weeks of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the National Bank of Slovakia. The contact details are as follows:

National Bank of Slovakia
Department for the Protection of Financial Consumers
Imricha Karvaša 1
813 25 Bratislava
Slovakia

Telephone: +421 2 5787 1111
Fax: +421 2 5787 1100
E-mail: 

Website: https://regfap.nbs.sk/skusky/podanie

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 30 (thirty) business days of the complaint being received.

Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) business days of the complaint being received, you may be eligible to refer your complaint to the Mediation Centre of the Slovenian Insurance Association. The contact details are as follows:

Mediation Centre of the Slovenian Insurance Association
Železna cesta 14
1000 Ljubljana
Slovenia

Telephone: 00386 1 3009381
Fax: 00386 1 4735692
E-mail:  

Website: www.zav-zdruzenje.si/en/adr-alternative-consumer-dispute-resolution/

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.

For business written on a Freedom of Establishment basis:

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be reached within 1 (one) month of the complaint being made. The decision will be communicated to you within a maximum period of 10 (ten) calendar days after the decision has been taken.

Should you remain dissatisfied with the final response or if you have not received a final response within one month of the complaint being made, you may voluntarily submit a dispute to arbitration in accordance with the terms of the Spanish Law for the Protection of Consumers and Users and related subordinate legislation, without prejudice to the provisions of the Arbitration Law in the event that the parties submit any dispute to the decision of one or more arbitrators.

For business written on a Freedom of Service basis:

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 1 (one) month of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 1 (one) month of the complaint being made, you may voluntarily submit a dispute to arbitration in accordance with the terms of the Spanish Law for the Protection of Consumers and Users and related subordinate legislation, without prejudice to the provisions of the Arbitration Law in the event that the parties submit any dispute to the decision of one or more arbitrators.

You may be eligible to refer your complaint to the Directorate General of Insurance in Spain. The contact details are as follows:

Directorate General of Insurance
Pº Castellana, 44
28046 Madrid
Spain

Telephone: 952 24 99 82

Website: www.dgsfp.mineco.es/es/Consumidor/ProteccionAsegurado/Paginas/InformacionProcedimiento.aspx

You may bring a legal action before the Court of first instance corresponding to your domicile under Section 24 of the Insurance Contracts Act.

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.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made. You will then also be informed of the name of the Complaints Manager at Lloyd’s Insurance Company S.A. You may also obtain guidance from the Swedish Consumers’ Banking and Finance Bureau, the Swedish Insurance Bureau, the Swedish Consumers Agency and through municipal consumers’ advice officials.

A decision on your complaint will be provided to you, in writing, within 14 (fourteen) calendar days of the complaint being made.

If a response cannot be provided within 14 (fourteen) calendar days of receipt of the complaint, you will be provided with an update on the matter. The distributor must notify you and indicate the reasons for the delay and the timescale within which a response will be provided.

Should you remain dissatisfied with the final response or if you have not received a final response within 14 (fourteen) calendar days of the complaint being made, you may be eligible to refer your complaint to the National Board for Consumer Complaints. The contact details are as follows:

National Board for Consumer Complaints (ARN)
Box 174
101 23 Stockholm
Sweden

Telephone: +46 8 50 88 60 00
Fax: + 46 8 50 88 60 01
E-mail: 

Website: www.arn.se or www.arn.se/om-arn/anmalan/

The complaints handling arrangements above are without prejudice to your right to commence a legal action in court or an alternative dispute resolution proceeding in accordance with your contractual rights.

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

You will be provided with an update on the progress of the investigation of your complaint, in writing, within 4 (four) weeks of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 8 (eight) weeks of the complaint being made.

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Ombudsman Service in the United Kingdom. The contact details are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
United Kingdom

Telephone: +44 20 7964 0500 (from outside the UK)
Telephone: 0800 023 4 567 (from inside the UK)
Fax: +44 20 7964 1001
E-mail:

Website: www.financial-ombudsman.org.uk

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.

EDR scheme and eligibility: The applicable state Department of Insurance (or equivalent agency).

Please find a list of state insurance departments here