Sompo Japan Insurance Company of Europe Limited prides itself on the delivery of a first class level of service to all our policyholders.
We are naturally keen to learn of any situation where a policyholder is dissatisfied with any aspect of our service, and to ensure that any complaint is fully investigated, and if possible put right any error we make.
In accordance with the requirements of the Financial Services Authority and to enable us to handle complaint promptly, fairly and at the appropriate level of seniority, the following procedures apply:
Complaints may be made to us at any time during normal business hours either orally or in writing to:
The Director, Production Department
Sompo Japan Insurance Company of Europe Limited
1st Floor, 6 Devonshire Square
We will acknowledge receipt within 5 business days and advice you of the name of the person dealing with the complaint and when you may expect to receive a response.
If it is not possible to resolve the complaint immediately, a written response will be given within four weeks of receipt unless the complaint is of sufficient complexity to warrant longer investigations.
If a response cannot be given within four weeks, we will inform you of the reason why the complaint is unresolved, and when you can expect to receive a response.
If you remain dissatisfied with our response and are eligible to use it, you have the right to refer the complaint to the Financial Ombudsman Service at the following address:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
For calls from within the UK: 0845 080 1800
For calls from outside the UK: +44 20 7964 1000
Using our Complaints Procedure and the Financial Ombudsman Services does not affect your legal rights.