Complaints Procedure

We are naturally keen to learn of any situation where a customer is dissatisfied with any aspect of our service and to ensure that any complaint is fully investigated.

In accordance with the requirements of the Financial Conduct Authority and to enable us to handle complaints promptly, fairly and at the appropriate level of seniority, we have adopted the following procedures.

Complaints may be made to us at any time during normal business hours, at our registered office, either orally or in writing to:

The GBR Branch Manager
Sompo Japan Nipponkoa Insurance Company of Europe Limited
1st Floor,
6 Devonshire Square,
Registered in England and Wales. Company Number: 2846429

Telephone number: 020 7628 9599

We will acknowledge receipt of your complaint promptly and advise the name of the person dealing with the complaint.

We will look into your complaint and will aim to write to you within 3 business days from the receipt of your complaint. Our conduct regulator, the Financial Conduct Authority expects us to resolve complaints within 8 weeks; if there is a delay in handling your complaint we will write to you to let you know what's happening. In the unlikely event it takes longer than 8 weeks we will write to you to explain why.

If we write to you with a response to your complaint, we will let you know whether you can refer to the Financial Ombudsman Service ('FOS'). The FOS contact details are:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Tel: 0800 023 4567 (landline users)
0300 123 9123 (mobile users)

Further details of the "FOS" can be obtained from

Whilst we are bound by the decision of the "FOS" you are not.

Following the complaints procedure does not affect your right to take legal action. However, the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.

Using our Complaints Procedure and the Financial Ombudsman Services does not affect your legal rights.

For Italian Policyholders wishing to access the IVASS complaints procedures, please click on the following link:
IVASS Complaint Procedure (IVASS Procedura per Reclami).

Compensation Scheme
We are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances of your claim.

About Your Policy
Further information about compensation scheme arrangements are available from the FSCS.

You can visit the website at or write to Financial Services Compensation Scheme,

15 St Botolph Street, London EC3A 7QU.

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