If your complaint wasn't resolved through the Customer Service Executive team, they'll send you an email explaining how to submit your complaint to our Claims Department. Your account must be verified, and you'll need to provide the Claims department with the complaint reference number mentioned in the first escalation. The Claims Department will examine your case and work with you to resolve the issue fairly and carefully.
Note: If you're considering contacting The Financial Commission or an External Dispute Resolution (EDR) body, be aware that they'll ask for proof that you've already gone through our entire internal complaint process. If you haven't completed our internal procedure, these organizations will close your case and send us your details so you can complete it. Working with us through our internal complaint-handling procedure is not only more direct but faster and more effective.