Complaints

How to make a complaint

Complaints procedure

We value our customers and are dedicated to providing the best possible service and outcomes for all in everything we do, but, if you are dissatisfied with our administration of your insurance, the cover we have arranged or our assessment of a claim, please tell us so we can review and hopefully resolve the issue promptly.

You may contact us in whichever manner you prefer although we would appreciate the opportunity to talk with you as we believe this option provides the possibility of being able to agree a resolution with you much quicker.

To make a complaint you can contact us in many ways:

Call our Complaints Officer

t. 01702 470 811

Email our Complaints Officer

complaints@nautical-insurance.co.uk

Complaints Officer

Nautical Insurance Services Limited, 57 Elm Road,

Leigh-on-Sea, Essex SS9 1SP

We aim to resolve the issue by close of business on our third working day following the day we received your complaint. If you would like our first response to be by telephone, please include a daytime contact number in your correspondence.

Where we are unable to resolve the issue by close of business on the third working day following receipt of your complaint we will take the following steps and confirm this to you in writing;

  1. We will acknowledge your complaint in writing and automatically refer your comments to the Insurer, Travelers Insurance Company Limited.
  2. You will receive a written response within two weeks of their receipt of the complaint explaining the results of their investigations or to let you know what happens next.

You may contact the Compliance Team at Travelers Insurance Company Limited at any time:

Call

t. 0203 207 6000

The Compliance team

Travelers

Creechurch Place, Creechurch Lane

London EC3A 5AF

If your complaint cannot be resolved to your satisfaction and you are an eligible complainant (a private individual or small business) you may refer the matter to the Financial Ombudsman Service (FOS) for an independent decision in addition to any other action you may subsequently wish to take.

The Financial Ombudsman Service

The Financial Ombudsman Service is an independent service in the United Kingdom for settling disputes between consumers and businesses providing financial services.

FOS’s contact details are as follows:

t. 0300 123 9 123 (mobile)

t. 0800 023 4567 (landline)

Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

London R14 9SR

You may wish to visit the FOS website for more information on who is eligible to use the free, impartial service available.

www.financial-ombudsman.org.uk

An application to the FOS must be made within 6 months of being notified of the Insurers final decision about your complaint.

European Commission Online Dispute Resolution (ODR) platform

If you purchased your insurance online and are unhappy with the product or service you received, you can use the European Commission Online Dispute Resolution (ODR) Service to make a complaint. To visit the ODR service platform, visit: https://ec.europa.eu/odr