Complaints
We hope you never need to raise concerns about our service or any aspect of your interaction with us. However, we value your feedback and we’ll do our best to resolve things for you.
Not happy with our service?
No matter how you decide to communicate your concerns, we’ll listen.
If something hasn’t gone quite right and you’d like to talk to us about it, please use one of the following methods to get in touch:
Write to us:
Complaints
MS Amlin Insurance SE
The Leadenhall Building
122 Leadenhall Street
London EC3V 4AG
Contact Tel: 0207 746 1300
Email: AISE.Complaints@msamlin.com
What we will ask you for:
- Your full name, address and contact details
- Your quote/policy/claim details
- Who you bought your insurance from
- What has gone wrong – please provide as much detail as you can and if possible include relevant dates, names of people involved and any telephone numbers you may have called
- What you would like us to do to try and make things right
- Any documents that are relevant to your complaint.
When we receive your complaint?
Once we have received your complaint we will deal with it promptly and fairly.
You can expect that:
- Your complaint will be acknowledged within five business days of our receiving it
- We will assign your complaint to a member of the MS Amlin Complaints team who will follow it through to completion
- We will assess your complaint impartially and fairly
- We will keep you regularly informed
- We will resolve your complaint within eight weeks following the date of receipt.
- We may request further information to help us reach a decision
After we resolve complaint
Once we have dealt with your complaint and provided you with a final response letter/email, we will go back and see what we can learn from your experience. However, if you feel we have not considered all of your issues or you can provide further information, please let us know and we’ll be happy to review it.
But if you still remain unhappy or if we have not completed our investigation within the required timeframe, you may be entitled to escalate your complaint to the Financial Ombudsman Service for an independent review. We will of course provide you with more information to help you to do this.
