What To Do If You Need To Make A Complaint
We aim to provide the highest standard of service to every customer. If you have any queries or concerns then please contact your insurance adviser in the first instance.
How To Complain
We recognise that things do occasionally go wrong and if you remain dissatisfied and wish to make a complaint you can complain to the relevant insurers:
In the first instance please contact us:
| by telephone on: | 0345 437 0361 |
| by email at: | [email protected] |
| or in writing to: | The Managing Director Modus Underwriting Limited Bourne House 475 Godstone Road Whyteleafe CR3 0BL |
Where possible we will attempt to resolve your complaint immediately. Within 2 weeks of receiving your complaint we will:
| either: | let you have our response with the reasons for it |
| or: | explain why we are not in a position to give you a response and we will let you know when we expect to be able to provide it |
If you remain dissatisfied at this point you may contact:
| If your policy is arranged with AmTrust Europe Limited | If your policy is arranged with ERGO UK Specialty on behalf of Great Lakes Insurance SE, UK Branch |
| AmTrust Europe Complaints AmTrust Europe Limited Market Square House St James’s Street Nottingham NG1 6FG Telephone: +44 (0) 115 934 9852 |
For Claims Related Complaints Ergo Claims Team MPL Claims Ltd Temple Court 13A Cathedral Road Cardiff CF11 9HA Telephone: 0345 060 0014 For Any Other Complaints: Telephone: 020 3003 7130 |
If you remain dissatisfied at this point you may:
The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the
Financial Ombudsman Service at www.financial-ombudsman.org.uk.
You can contact the Financial Ombudsman Service:
| by telephone on: | 0800 023 4 567 (from a landline) or 0300 123 9 123 (from a mobile) |
| by email at: | [email protected] |
| or in writing to: | The Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR |
You can also complain to us via the European Commission online dispute resolution (ODR) facility. This can be accessed via their website at http://ec.europa.eu/odr.