HOW TO MAKE A COMPLAINT

Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with the highest standard of service.

 

If you have any questions or concerns about your policy or the handling of your claim you should, in the first instance, contact:

 

Peliwica Limited
23 Victoria Avenue,
Harrogate,
HG1 5RD
T: 01423 790440
Email: [email protected]

or:

The Complaints Manager
Tokio Marine Kiln Group Limited,
20 Fenchurch Street
London, EC3M 3BY,
United Kingdom
T:+44 (0)20 7886 9000
Email: [email protected]


If you remain dissatisfied, you may refer your complaint to the Financial Ombudsman Service (FOS). The contact details for the FOS are: The Financial Ombudsman Service, Exchange Tower, London E14 9SR


 

IN SUCH CIRCUMSTANCES WE PROMISE:


  • To acknowledge any formal complaints within 5 working days or less;
  • To identify the person managing your complaint in our original response;
  • To respond fully to your concern or complaint within 4 weeks or less. If for any reason this is not possible, we will write to you to explain why we have been unable to conclude the matter quickly. We will also let you know when we will contact you again;
  • If we have been unable to resolve your complaint in 8 weeks, we will write to you explaining the reason as to why this has not been possible. We wil also advise you of your right to refer your complaint to the Financial Ombudsman Service (FOS).

 

FINANCIAL SERVICES OMBUDSMAN (FOS)

If you still feel that we have not been able to resolve the matter to your satisfaction, after this process you may have the right to refer your complaint to the Financial Ombudsman Service (FOS):

You can write to tme at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

 

  • You can call them on: 0300 123 9123;
  • You can email them at: [email protected]
  • If you take any of the actions above, this will not affect your statutory right to take legal action.

 

ONLINE DISPUTE RESOLUTION PLATFORM


The European Commission has established an Online Dispute Resolution Platofrm (ODR Platform) that is specifically designed to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU and subsequently has a problem with that online purchase. The ODR platform will refer your complaint to the Financial Ombudsman Service which will pass it on to Peliwica Insurance.