Internal Complaints Procedure
We’re proud of our customer service record. However, if you’re not happy with our level of service, we have an internal complaints procedure which we hope will ensure that our relationship continues to be beneficial to both of us.
If you took out your insurance through an insurance broker or on the internet, your first call should be to the broker or the relevant online seller.
If you’re not happy with the response, we’d like you to let us know as soon as possible, by writing to:
The Compliance Manager
Enterprise Insurance Company Plc
R22-R24 Ragged Staff Wharf
Queensway Quay
Gibraltar
Our telephone number is:
00 350 200 50150
Our policy is to acknowledge complaints with a return phone call as soon as they are received. Your complaint will be investigated by a senior manager who was not involved with the administration of your policy.
So that we can ensure you are treated fairly, we may take up to four working weeks to establish the facts and make an initial determination.
At the end of this time we will discuss our findings with you or advise the outcome of our initial investigations and proposal for resolving the matter.
We aim to resolve the complaint and finalise the outcome completely within eight weeks.
However should you still be dissatisfied at the end of this process, you may contact the Financial Ombudsman Service. The address of the service is:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
www.financial-ombudsman-org.uk
complaint.info@financial-ombudsman.org.uk
Phone Numbers
0800 023 4567
0300 123 9123
