Complaints

Our Complaints Procedure

We value the opportunity to investigate any concerns you may have about any aspect of our
service and are committed to handling all complaints fairly, thoroughly and promptly.

Who to contact in the first instance

Many concerns can be resolved straight away, therefore, in the first instance, please get in touch with your usual contact as they will generally be able to provide you with an immediate response to your satisfaction.
Contact details are provided on correspondence that Zurich or our representatives have sent to you. You will find them:

• on your welcome or renewal letter pack
• on claim acknowledgement letters

If we cannot resolve your complaint straight away, we will aim to resolve your concerns as soon as possible and we will keep you informed of progress whilst our enquiries are continuing.
The majority of complaints we receive that are not resolved straight away are resolved within four weeks of receipt.

Complaint Procedure Leaflet

A leaflet containing full details of our complaint procedure will be provided during the complaint handling process and is available on request. 

This includes details of our Customer Relations Team who can conduct a separate review of your complaint if you remain dissatisfied after you have received a response to your complaint.

The Financial Ombudsman Service (FOS)

If we are unable to resolve your complaint to your satisfaction within eight weeks, or if you remain dissatisfied following receipt of our final response letter, you can ask the FOS to formally review your case. You must contact the FOS within six months of our final response. The FOS contact details are as follows:

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

You can telephone on: 0845 080 1800
Or e-mail: complaint.info@financial-ombudsman.org.uk

This is a free and impartial service and will not affect your legal rights. You are entitled to contact the FOS at any stage of your complaint.

The FOS can help with most complaints if you are:

• a private individual
• a business with an annual turnover of less than £1 million
• a charity with an annual income of less than £1 million
• a trustee of a trust with a net asset value of less than £1 million.

If you are unsure whether the FOS will look at your complaint, please contact them directly for further information.