We are committed to delivering the highest standards of customer care and service, if you are unhappy with any aspect of the handling of your insurance we would ask you to contact the department concerned in the first instance. Should you need to make a complaint, please contact us using any of the following methods:
Email: complaints@aventumgroup.com
Telephone: +44 (0)203 818 8060
Writing: 4th Floor, 34 Lime Street, London, EC3M7AT
Once we have received your complaint we will:
Acknowledge your complaint promptly within five business days of receipt.
Investigate and assess your complaint fairly and impartially.
Respond to your complaint within four weeks. If for any reason we are not in a position to fully respond, we will write to you to explain why we have been unable to conclude the matter in this timeframe and will provide a final response within eight weeks.
If we have been unable to conclude our investigation or provide a full response on your complaint in eight weeks, we will write to you explaining the reason as to why this has not been possible and what your options are including referral to the Financial Ombudsman Service.
If we are unable to resolve a complaint and your policy is underwritten at Lloyd’s. You may be able to ask Lloyd’s Complaints to conduct an independent review of your complaint. Further information will be supplied to you during the complaint process or information can be found here - Lloyd’s.
If you still feel that we have not been able to resolve the matter to your satisfaction after our complaints process, you may have the right (subject to eligibility) to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service can conduct a free impartial review of your complaint, information will be supplied to you during the complaint process or information can be found here - FOS.
