Feedback & Complaints

Feedback

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    • The Chartis Building
      58 Fenchurch Street ,
      London EC3M 4AB

      Tel: 020 7954 7000

      Fax: 020 7954 7001

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    You can register your feedback or complaints with us online. On receipt we will ensure your concerns are forwarded to the correct department to respond in line with the procedures described on this page.

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Feedback & Complaints

At Chartis in the UK, we believe that you deserve to be treated in a courteous, fair and prompt manner.  Our goal is to provide an excellent service to all of our customers.

If there is ever an occasion when you feel let down then please let us know immediately as we really value your feedback. Chartis takes all customer complaints seriously.  In the first instance you can share your concerns with the department you have been dealing with. They will aim to resolve the situation immediately and will be happy to call you straight back if you are worried about the cost of calling.

To support us to fully investigate your concerns we will require the following information:
  • your name and address
  • a daytime contact number and a preferred time you wish to be contacted
  • details of your concerns, including the type of insurance policy you have, a policy number or any other reference we have provided
  • copies of correspondence you have received in relation to your concerns.

If your complaint requires a more detailed investigation then it will be escalated to the appropriate person or department and contact details provided.		A copy of our internal complaint procedure showing how we will deal with your concerns can be found here.

Alternatively, you can provide feedback by clicking here . On receipt we will ensure your concerns are forwarded to the correct department to respond in line with our complaint procedure.

Chartis is committed to transparency and publish details of the complaints that we report to our regulator the Financial Services Authority (FSA).  We recognise that complaint data is a very valuable source of information.  We continually monitor complaint data to see where we can improve the quality of service to our customers, including developing products to suit their needs, and importantly that we “learn from our mistakes”.  You can find a copy of our recently submitted complaint data to the FSA here .

We also work closely with the Financial Ombudsman Service (the Ombudsman) and review all decisions made by their offices. The volume of complaints submitted to the Ombudsman and the outcomes can be found here.

We are grateful for any feedback you provide and hope we are able to resolve any concerns you may have to your satisfaction.

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