How to make a complaint

Whilst we make every effort to maintain the highest standards, we recognise that there may be some occasions when we fail to satisfy the particular requirements of our customers. We therefore have in place procedures to investigate and remedy any area of concern.

Where to start

Please contact the department at Groupama Insurances you have an issue with. Useful numbers and addresses can be found below. When you contact us please tell us your name, claim or policy number and the reason for your complaint. In such circumstances we promise:

To acknowledge any formal complaint in 5 days or less.
To have the issues reviewed by a person of appropriate seniority and authority.
To identify the person managing your complaint in our original letter of response.
To respond fully to your concern or complaint within a maximum of 28 days. If for any reason this is not possible, we will write to you promptly to explain why we have been unable to finalise the matter quickly. We will also let you know when we will contact you again.

If you are still unhappy

If you still feel that we have been unable to resolve the matter to your satisfaction then please write to our Chief Executive Officer, at:

François-Xavier Boisseau
Chief Executive Officer
Groupama Insurances
Groupama House
24-26 Minories
London EC3N 1DE

Telephone: 0870 850 8510
Fax: 020 7264 2860

Next steps

If you are still unhappy following receipt of our final response, you can refer the dispute to the Financial Ombudsman Service who will review your case on an independent basis. The Financial Ombudsman will only consider your complaint once you've tried to resolve it with us. The address is:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Telephone: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

The Financial Ombudsman Service offers a free, independent and impartial complaints resolution service for customers with financial services products and will generally look at complaints involving mis-selling, mal-administration or a policy and the way a claim has been settled.

A leaflet is available on how the Financial Services Ombudsman operates. If you would like to receive a copy, please contact us. Alternatively, you can download a copy from their website.

The Ombudsman's final decision is always binding on us, but you are not obliged to accept their decision if you disagree with it and you may take further action if you wish - your use of the Ombudsman's service does not affect your legal rights. However, you must approach the Financial Ombudsman Service within 6 months of our final decision letter if you wish them to review your complaint.

Please note: The Financial Ombudsman is only able to intervene in respect of personal policyholders or small businesses with a turnover of less than £1m.

Financial Services Compensation Scheme

Groupama Insurance Company Limited is covered by the Financial Services Compensation Scheme (FSCS). This means that you may be entitled to receive compensation if we are unable to meet our obligations, depending on the type of business and the circumstances of the claim.

For further information, you can visit the FSCS website at www.fscs.org.uk or contact them by telephone on 020 7892 7300 or email enquiries@fscs.org.uk.

If you take any of the action mentioned above, it will not affect your right to take legal action.

Useful numbers and addresses

Calls on these numbers may be recorded or monitored.

Personal Insurances Claims

Claims Centre Manager
Personal Insurances Claims Centre
1 Port Way
Port Solent
Portsmouth
Hampshire PO6 4TY

Telephone: 0870 240 1895 (Motor)
Telephone: 0870 241 2719 (Other)
Fax: 023 9220 5495
Email: claims.care@groupama.co.uk

Personal Insurances Policy Administration and Documentation

Operations Manager
Groupama House
60 Spring Gardens
Manchester M60 1HU

Telephone: 0161 834 9888
Fax: 0161 839 9143
Email: UnderwritingCustomerService@groupama.co.uk

Commercial Insurances Claims

Third Floor
Building One
Imperial Place
Elstree Way
Borehamwood
WD6 1JN

Telephone: 0870 600 2123
Fax: 0870 600 2102
Email: commercial.claims@groupama.co.uk

Commercial Insurances Policy Administration and Documentation

Operations Manager
Groupama House
60 Spring Gardens
Manchester M60 1HU

Telephone: 0870 850 0123
Fax: 0870 850 0885
Email: UnderwritingCustomerService@groupama.co.uk

Healthcare Claims

Healthcare Claims Manager
Groupama Healthcare
The Nexus Building
Broadway
Letchworth Garden City
Hertfordshire
SG6 3TE

Telephone: 0870 444 8291
Fax: 0870 444 8296
Email: healthclaims@groupama.co.uk
Website: www.groupamahealthcare.co.uk

Healthcare Policy Administration and Documentation

Head of Healthcare
Groupama Healthcare
The Nexus Building
Broadway
Letchworth Garden City
Hertfordshire
SG6 3TE

Telephone: 0870 444 8292
Fax: 0870 444 8297
Email: healthmembers@groupama.co.uk
Website: www.groupamahealthcare.co.uk

Legal Expenses Claims, Travel and Group Personal Accident Policies

Managing Director
Ultimate Insurance Solutions Ltd
The Connect Centre
Kingston Crescent
Portsmouth PO2 8QL

Telephone: 023 9265 6881
Fax: 0870 606 1382