We are committed to providing the highest standards of customer service and treating our customers fairly. If you have a complaint, contact the person who arranged this insurance for you or contact us at:
The Customer Relations Leader
HSB Engineering Insurance Limited
50 Brown Street
Telephone: +44 (0) 330 100 3433
Calls to this number are charged at the same standard landline rate as calls to 01 or 02 numbers.
When we receive your complaint we will:
- confirm this within five business days;
- pass it to our complaints team to be reviewed; and
- do our best to deal with your complaint within four weeks. If we cannot, we will write to you and let you know when we will be able to give you a final response.
If we cannot deal with your complaint within eight weeks, or you are not happy with our final response, you may be able to complain to the Financial Ombudsman Service (FOS).
The FOS is an independent organisation which may be able to review your complaint for you.
You can contact the FOS at:
The Financial Ombudsman Service
Telephone: 0800 023 4567, if calling from a landline or 0300 123 9123 if calling from a mobile
The FOS’s service is available to individual policyholders as well as charities, trustees and small businesses with an income or assets within set limits. You can get more information from us or the FOS.
If you make a complaint to the FOS, this will not affect your right to take legal action against us.