Complaints procedure

At Compre Group (“Compre”) we are committed to deliver the highest level of service to all our policyholders. We understand however that you might not be fully satisfied with the level of service provided and we value your feedback.

In the event of any issues or inconvenience that you may experience in relation to your insurance policy covered by one of our insurance companies, we encourage you in the first instance to contact your point of contact at Compre or its representative (e.g. the claims handler responsible for your case). This person might be best placed to assist you and resolve your problem immediately.

If your concern cannot be resolved with immediate effect by your point of contact, we kindly ask you to put a formal complaint in writing including the following information:

  • Full name, address and contact details;
  • Insurance policy number;
  • If you made a claim on your insurance policy, your claim reference number;
  • Description of your complaint (including relevant dates and names of people involved);
  • How you feel that your complaint should be resolved;
  • Any other documents or details that are relevant to your complaint.

We will consider complaints made on your behalf by an authorised representative, e.g. family member or lawyer.

We will investigate your complaint competently, diligently and impartially, obtaining additional information as necessary. All complaints will be acknowledged upon receipt in writing and you will receive a final response by not later than the period indicated by us. In the event that we are not able to conclude the investigation within the indicated period, we will advise you in writing about the causes of the delay and provide you with an indication as to when the investigation is likely to be completed.

Should we provide a final decision that does not fully satisfy your demands, you may refer your concern to the relevant financial ombudsman in line with the principles of the FIN-NET network as follows:

For policies covered by London & Leith Insurance PCC SE please refer your complaint in writing to:

The Office of the Arbiter for Financial Services
First Floor
St. Calcedonius Square
Floriana FRN1530
Malta

www.financialarbiter.org.mt

For policies covered by Bothnia International Insurance Company Limited please refer your complaint in writing to:

The Finnish Financial Ombudsman Bureau|
Insurance Complaints Board
Porkkalankatu 1
00180 Helsinki
Finland

www.fine.fi/en

If your complaint is in relation to a policy that was acquired by one of Compre`s risk cariers in the United Kingdom, you may alternatively refer your complaint to:

Financial Ombudsman Service

Exchange Tower, Harbour 
Exchange
London, E14 9SR

United Kingdom

www.financial-ombudsman.org.uk

The above-mentioned financial ombudsmen form part of FIN-NET network, which is a financial dispute resolution network on national out-of-court complaint schemes in the European Economic Area countries. Within FIN-NET, the schemes cooperate to provide consumers with easy access to out-of-court complaint procedures in cross-border cases. If the financial ombudsman that you have referred your complaint to does not have the power to consider your complaint, they may refer you to another organisation that may be able to help you.

You can submit your complaint in one of the following ways

Write to us

Compre Group
5th Floor
2 Seething Lane
London EC3N 4AT
United Kingdom

Email us

complaints@compre-group.com