Making a complaint
At Zurich, we do our best to provide a great service, and we value the relationship we have with our customers. However, we know that sometimes things don't go according to plan. If you are unhappy with the service we have provided, we would welcome the opportunity to put it right for you.
Who to contact in the first instance
Please get in touch with your usual contact at Zurich by phone, letter or email as they will generally be best placed to help resolve matters for you.
What you can expect from us
Many concerns can be resolved straight away by providing you with an immediate explanation to answer them. If we are unable to resolve your concerns straight away, we will write to you promptly to let you know we have received your complaint and how we intend to deal with it.
If you raise your concerns by phone, the initial letter you receive will confirm our understanding of your complaint, so that you have a chance to tell us if we have misunderstood anything.
Resolving your complaint
If we are unable to provide an immediate explanation, we will look into your concerns, contacting you if we need any further information.
Once we have completed our investigation, we will write to let you know:
- the outcome of our investigation
- where relevant, any offer of compensation the Company is prepared to make
- if applicable, details of how you can refer your complaint to the Financial Ombudsman Service (FOS) if you are not satisfied with our decision, and how long you have to make that referral
- if applicable, details of The Pensions Advisory Service (TPAS). They can help you resolve any service related issues you may have experienced with your employer’s pension scheme.
If there is a delay in resolving your complaint
Our regulator, the Financial Conduct Authority, expects complaints to be investigated and resolved within eight weeks, although we will aim to do this as quickly as possible.
In the unlikely event that your complaint will take longer than eight weeks to resolve, we will write to you at that time to explain why and to confirm whether, and how, you can refer your complaint to the Financial Ombudsman Service if you are unhappy with the delay.
We will keep in touch with you regularly throughout our investigation.
If you are not happy with the outcome
If you still feel unhappy with the outcome of our investigation, you may be able to ask the Financial Ombudsman Service to review your case. This is a free and impartial service.
(Please note there is a maximum financial award the Financial Ombudsman Service can offer you for a complaint following an investigation. Please check the Financial Ombudsman Service website, or contact them, for the current levels.)
The contact details for the Financial Ombudsman Service are:
Financial Ombudsman Service
Exchange Tower London
0800 023 4567 - Calls to this number are free on mobile phones and landlines.
You can also use the online European Online Dispute Resolution platform to provide details of your complaint, which will then be forwarded to the Financial Ombudsman Service.