We are dedicated to providing a high quality service and we want to ensure that we maintain this at all times. If you have any questions or concerns about the policy or the handling of a claim please initially contact your insurance broker through whom your policy was arranged. If you wish to make a complaint in respect of your policy, you can do so at any time by referring the matter to:
Compliance Manager
Shape Underwriting Limited
1 Great Tower Street
London
City Of London
EC3R 5AA
Email: complaints@shapeuw.com
If we have not resolved your complaint at the end of eight weeks, or if after receiving our final response you remain dissatisfied, you may be able to refer your complaint to the Financial Ombudsman Service (contact details below). You will have six months from the date of the final response to make this referral. Your rights as a customer to take legal action are not affected by the existence or use of the complaints procedure mentioned above.
However, the Financial Ombudsman Service may not adjudicate on a case where court proceedings are actively in progress. The Financial Ombudsman Service, Harbour Exchange Square Exchange Tower, London E14 9GE E-mail: complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk
For policies underwritten by Lloyd’s
If your complaint is in relation to a policy provided by underwriters at Lloyds, in the unlikely event that you remain dissatisfied with our response, we are obliged to inform you may be entitled to refer the matter to the Complaints team at Lloyd’s.
Full details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints and the Complaints team’s contact details are as follows:
Lloyd’s Fidentia House,
Walter Burke Way,
Chatham Maritime,
Chatham,
Kent.
ME4 4RN
Tel: 0207 327 5693
Fax: 0207 327 5225
Email: complaints@lloyds.com
If you are not happy with the way Lloyds handles their complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service as described previously above.