If you have a complaint, please contact us by:
Please always provide your quote reference or policy number.
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.
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.