Complaints

Accredited Insurance (Europe) Limited and our partners are committed to provide an excellent service to all our customers, but occasionally things can go wrong.

We take all complaints seriously and endeavour to resolve all grievances promptly.  So please let us know when you feel we have made a mistake or done something you find unsatisfactory. You will help us improve our service further.

How to Complain

The first step is to contact your insurance broker or intermediary.  If your concern is about their service, or the way the policy was sold to you, they will respond to your complaint.

Otherwise you may contact the managing general agency who provided  you with your insurance policy. Usually the best person to talk to will be the person who dealt with the matter you are concerned about, or if he/she is not available then ask for the senior person responsible.

Please note you will be asked for your policy or claims number and contact details.

United Kingdom

If your policy was purchased in the UK, please click here for more information.

Ireland

If your policy was purchased in Ireland (Éire), please click here for more information.

Taking your complaint elsewhere

If you are not satisfied with the response to your complaint that you receive from your underwriter, or have not received a response within eight (8) weeks, you may be entitled to complain to the UK Financial Ombudsman Service or the Financial Services Ombudsman’s Bureau, Ireland.

You may also be able to refer your complaint to:

Office of the Arbiter for Financial Services, 1st Floor St Calcedonius Square, Floriana FRN 1530 Malta, telephone (+356) 212 49245 if you are not satisfied with our final response or we have not responded within fifteen (15) working days. You will have to pay EUR 25.00 at the time of making your complaint to the Arbiter to use this service.

About the Office of the Arbiter for Financial Services

The Office of the Arbiter for Financial Services considers that a “complaint” refers to a statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or the service he/she has been provided with. The term “person” does not specify that this is limited to individuals and therefore any policyholder, insured person, beneficiary and injured third party (irrespective of the country of residence or where the risk is situated) is eligible to make a complaint.

For more information on the Office of the Arbiter for Financial Services and its complaints process, please click here.