住宅保险保险手册（英文版）（35页）pdf.rar

CUSTOMER COMPLAINTS

We make every effort to deliver a high-quality 

service to our policyholders. If you have a

complaint about our service, or about a claim, 

we operate a swift and effective complaints

handling procedure.

1. Your complaint can be made orally or in writing, 

and on your behalf by a third party.

2. If you wish to make a complaint you should contact:

3. Our Compliance Officer will acknowledge the 

complaint. We aim to resolve your

concerns in three working days but if we are unable 

to do so we will confirm to you that

we have received your complaint within five working 

days and advise you of the person

who will be dealing with the complaint, and when you 

can expect to receive a detailed

response. The person dealing with the complaint will 

be a senior member of staff who

was not directly involved in the matter which is the 

subject of the complaint. They will

have the authority and experience to adequately address 

the complaint and explain the

results of the investigation.