What you can do
If you have a complaint, please contact us by:
- writing to The Underwriting Manager, Isis Conveyancing Insurance Specialists Limited, The Union Building, 51-59 Rose Lane, Norwich NR1 1BY (or DX 5200 NORWICH)
- calling 01603 761515
- Email: firstname.lastname@example.org
Please always provide your quote number or policy reference.
What we will do
We’ll do our best to resolve your complaint to your satisfaction within three full working days of receiving it. If we can’t, we’ll send you a written acknowledgement and refer your complaint to the Complaints Manager at Liberty Legal Indemnities. They’ll aim to resolve your complaint within 14 days, but if that proves impossible due to the complexity of the complaint, they’ll provide an update at this stage, and aim to provide you with a written response no longer than 8 weeks after first receipt of your complaint.
If you’re not satisfied
We hope that we’ll resolve your complaint to your satisfaction but, if you’re not happy, or you haven’t received a response within 8 weeks, you might be referred to the Financial Ombudsman Service. You’ll be given more details about this process if your complaint reaches this point.
Because Liberty Mutual Insurance Europe SE is registered as a Luxembourg insurance company, you are also entitled to refer the dispute to any of the following dispute resolution bodies instead of referring to the Financial Ombudsman Service: Commissariat aux Assurances (www.caa.lu), Service National du Médiateur de la consummation (www.mediateurconsommation.lu) or Médiateur en Assurances (www.ulc.lu/fr). Again more details will be provided during the complaints process.
You can also raise a complaint about a product or service purchased online within the European Union to the Online Dispute Resolution (ODR) platform. Details of how you can do this can be found on their website.