Making 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.
How do I make a complaint?
Please contact the department at Groupama Insurances you have an issue with (see below). When you contact us please tell us your name, claim or policy number and the reason for your complaint. We promise to:
- acknowledge your complaint within five working days of receiving it;
- have your complaint reviewed by a senior member of staff;
- tell you the name of the person managing your complaint when we send our acknowledgement letter; and
- respond to your complaint within 20 working days. If this is not possible for any reason, we will write to you to let you know when we will contact you again.
| Type of insurance | Claims | Policy admin and documentation |
|---|---|---|
| Motor and household |
Claims Director Telephone: 0844 748 0117 |
Personal Lines Service Manager Telephone: 0161 834 9888 |
| Commercial |
Claims Director Telephone: 0844 748 0117 |
Commercial Operations Manager Telephone: 0161 834 9888 |
| Personal accident and travel |
Claims Director Telephone: 0844 748 0117 |
Personal Lines Director Telephone: 0870 241 6182 |
What do I do if I am not happy with the outcome?
If you are not happy with our final response, you may be able to pass your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent organisation and will review your case. Their address is:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0800 023 4567 if calling from a landline or 0300 123 9123 if calling from a mobile
Email: complaint.info@financial-ombudsman.org.uk
You can visit the Financial Ombudsman Service website at www.fos.org.uk. You can get more information from us or the ombudsman. If you take any of the action mentioned above, it will not affect your right to take legal action.
Financial Services Authority
Groupama Insurance Company Limited is authorised and regulated by the Financial Services Authority. You can check their website (www.fsa.gov.uk) which includes a register of all the firms they regulate. Or you can phone them on 0845 606 1234.
Financial Services Compensation Scheme
We, Groupama Insurance Company Limited, are covered by the Financial Services Compensation Scheme (FSCS). If we fail to carry out our responsibilities under your policy, you may be entitled to compensation from the Financial Services Compensation Scheme. Information about the scheme is available at www.fscs.org.uk or by phone on 0800 678 1100 or 020 7741 4100.
