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What To Do If You Have a Complaint
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. The FOS Consumer Helpline is on 0800 023 4567 and their website is at: www.financial-ombudsman.org.uk Or you can contact them by post at: Financial Ombudsman Service, Exchange Tower, London E14 9SR. Full details of our ‘complaint procedures’ is available upon request. Please note that your insurer also maintains a complaint procedure, details of which are contained in your Policy.
The European Commission also provides an on-line dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. The ADR scheme for Catlin Insurance Company (UK) Ltd is the Financial Ombudsman Service, which can be contacted directly using the contact details above. For more information about ODR please visit http://ec.europa.eu/odr.