UK Complaints Procedure
How to make a complaint
We aim to provide a high and effective standard of service to our policyholders and treat them fairly at all times. If you have a complaint about the service provided to you by Sompo International, please let us know immediately. You can contact us in one of the following ways:
If your complaint can be resolved within three business days:
We will aim to resolve your concerns within three business days, following receipt of your complaint. A written Summary Resolution Communication will be provided to you if the complaint is resolved to your satisfaction.
In the unlikely event that you remain dissatisfied, you may be entitled to refer the matter to the Financial Ombudsman Service, free of charge.
If your complaint cannot be resolved within three business days:
We will send you an acknowledgement letter to explain your complaint has been escalated to the Head of Compliance, who will investigate your complaint and keep you informed throughout the process.
We will investigate your complaint and provide one of the following within 8 weeks of receipt of your complaint:
- A final response letter explaining the outcome of our investigation, the reason for our decision and information on how to steps to take, should you remain dissatisfied; or
- A holding letter confirming when we anticipate we will have concluded our investigation.
Referring to the Financial Ombudsman Service:
Should you remain dissatisfied with the outcome of our investigation or we are unable to conclude our investigation within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (*if eligible), provided you do so within 6 months of the date of the Final Response.
The Financial Ombudsman Service contact details:
Financial Ombudsman Service
* The Financial Ombudsman Service or Lloyd’s may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first, or if you are:
- a small business which has an annual turnover of more than £6.5 million; and has annual balance sheet of more than £5 million; or employs more than 50 persons.
- a trustee of a trust with a net asset value of more than £5 million; or
- a charity with an annual income of more than £6.5 million.