We aim to provide a high quality service at all times, but occasionally mistakes do happen. If for any reason you are unhappy with our service, we would like you to tell us, so that we can try to put things right. We can usually resolve most issues quickly.
You can contact us at:
Chubb Customer Relations
PO Box 683
Winchester
SO23 5AH
telephone: 0800 519 8026
customerrelations@chubb.com
In order to resolve your complaint, it would be helpful to us if you could:
- set out the details of your complaint, and how you would like us to resolve it;
- provide your policy number and if applicable, the claim number;
- let us know if you want us to call you or if you would prefer we respond by post or email.
We aim to respond to all complaints within 5 working days and we may be required to issue a final response to you in writing. Complex cases may take longer to resolve, but we will keep you updated with progress.
In the event we are unable to resolve your complaint with us and we have issued you with our final response, you may be able to approach the Financial Ombudsman Service.
Note: Lloyd's policyholders should refer to information on Lloyd's below.
The contact details for the Financial Ombudsman Service are:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone numbers (Calls within the UK):
0800 023 4567(calls to this number are free from mobile phones and landlines)
0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)
Calls from outside the UK:
If you are calling from abroad, call +44 20 7964 0500
complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk
There is no cost to you for using this service.
For Lloyd’s policyholders
If your policy is underwritten at Lloyd’s by ACE Underwriting Agencies Ltd Syndicate 2488 or Chubb Managing Agent Ltd, Syndicate 1882, we follow the process for responding to complaints which has been put in place by Lloyd’s. In the event that you remain dissatisfied with our response to your complaint, it may be possible in certain circumstances for you to refer the matter to the Complaints team at Lloyd’s.
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint - How We Can Help” available at www.lloyds.com/complaints and are also available from the above address. If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service at the contact details above
Their address is:
Complaints
Lloyd’s
One Lime Street
London EC3M 7HA
telephone: 020 7327 5693
fax: 020 7327 5225
complaints@lloyds.com
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint - How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.
If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service at the contact details above
European Online Dispute Resolution Platform If you arranged your policy with us online or through other electronic means, and have been unable to contact us either directly or through the Financial Ombudsman Service, you may wish to register your complaint through the European Online Dispute Resolution platform. Your complaint will then be re-directed to the Financial Ombudsman Service and to us to resolve. There may be a short delay before we receive it.