Marine Insurance Complaints Procedure

Marine Insurance Complaints Procedure

It is our intention to provide our clients with the highest level of customer service at all times. However, if you should feel dissatisfied with your insurance cover in any way, or with the levels of service we have provided, then we operate a comprehensive Complaints Procedure to assist you with your complaint.

Should you wish to complain you may do so either orally or in writing to :

Personalshipper.com Complaints
c/o Anderson Ashcroft (Chorley) Ltd
19 – 21 Halliwell Street
Chorley
PR7 2AL
or
personalshipper@andersonashcroft.co.uk

In line with our complaints procedure, we will formally log the complaint and refer the matter to a staff member who is independent from the reason for the complaint.

All complaints will be referred to Jane Wood, (or in her absence a director) who will have ultimate responsibility for ensuring that all complaints are satisfactorily resolved.

All complaints will be acknowledged in writing within 5 business days of receipt and will include the name of the staff member who will deal with the complaint and we will keep you informed of the progress of your complaint.

We will provide you with a full written response within 8 weeks, or explain the current position of your complaint and provide you with a timescale for a full response should the matter not have been resolved.

If we receive a complaint that does not relate to any general insurance product or activity, or should more appropriately be referred to another organization, such as your insurance company, we will advise you in writing within 5 working days.

Should you not be satisfied with our final response and you are an *eligible complainant you may refer the matter to the Financial Ombudsman Service. We will provide you with appropriate guidance and who to contact at South Quay Plaza, 183 Marsh Wall, London Wall, London E14 9SR.

*An eligible complainant is anyone purchasing insurance outside their business, trade or profession (i.e. a customer purchasing personal insurance such as household / motor / travel; a commercial customer with an annual turn over of less that £1million; a charity with annual income of less than £1 million or a trustee of a trust which has a net asset value of less than £1 million.