Complaints Notice
Whilst we endeavour to always offer you the best possible service, we appreciate that unfortunately sometimes things do go wrong, and we would like you to tell us if this happens. Please review the process for where your contract is signed.
UK and Channel Islands
If you wish to make a formal complaint about your policy, you should contact us in writing (letter or email) to the address shown below; or
Anansi Complaints Manager
OneAdvent
4th Floor, 107 Fenchurch Street
London, EC3M 5JF
Email: complaints@oneadvent.com
We will review your complaint and we will investigate the circumstances regarding your complaint and write to you within fourteen (14) calendar days with a response.
If you are not satisfied with the response or have not received a response from us within fourteen (14) calendar days, you are entitled to refer the matter to Lloyd’s. Lloyd’s will then conduct a full investigation of your complaint and aim to provide you with a written final response within eight (8) weeks. If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:
Complaints, Fidentia House, Walter Burke Way, Chatham Maritime, Kent, ME4 4RN
Email complaints@lloyds.com
Tel +44 (0) 20 7327 5693
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at https://www.lloyds.com/resources-and-services/make-a-complaint/policyholder-complaint/complaints-by-uk-policyholders and are also available from the above address. Use the “Who to Contact” section to complete a digital complaints form also.
If you remain dissatisfied after Lloyd’s has considered your complaint you may have the right to refer your complaint to the Financial Ombudsman Service.
UK Customers
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Tel: 0800 023 4567 (free phone for UK callers)
Web: www.financial-ombudsman.org.uk
Please remember that you will have to refer your complaint to the Financial Ombudsman Service within 6 months of receiving Lloyd’s final response.
Making a complaint will not affect your legal rights. If you appoint someone to act on your behalf or if you ask someone else to act on your behalf you should provide us with written authority to allow us to deal with them. We will not pay their costs.
The Financial Services Compensation Scheme
The Financial Services Compensation Scheme covers this policy. You may be entitled to compensation from this scheme if we cannot meet our liabilities under this policy. Further information about compensation scheme arrangements is available at www.fscs.org.uk or by telephoning 0207 741 4100.
Channel Isles Customers
If you are not satisfied with our final response to your complaint, you can refer your complaint to the Channel Islands Financial Ombudsman (CIFO).
You must contact CIFO about your complaint within six (6) months of the date of this letter, that is no later than six months from the date of the final response letter or CIFO may not be able to review your complaint.
You must also contact CIFO within 6 years of the event complained about or (if later) 2 years of when you could reasonably have been expected to become aware that you had a reason to complain.
You can contact CIFO at:
Channel Islands Financial Ombudsman (CIFO), P O Box 114 Jersey, Channel Islands JE4 9QG
Email: enquiries@ci-fo.org
Website: www.ci-fo.org
Jersey local phone: 01534 669800
Guernsey local phone: 01481 722218
International phone: +44 1534 669800
You can also submit a digital complaints form via: https://www.ci-fo.org/for-consumers/submit-a-complaint/
Germany
Any complaint should be addressed to:
Head of Anansi Complaints Management
ASM OneAdvent UW GmbH – UK Branch trading as Anansi
4th Floor, 107 Fenchurch street
London, EC3M 5JF
United KIngdom
Tel: +44 (0)20 7648 4350
E-mail: complaints@oneadvent.com
Your complaint will be acknowledged, in writing, promptly, and no longer than 5 (five)
business days of the complaint being made.
A decision on your complaint will be provided to you, in writing, without any unnecessary delay, and no longer than 6 (six) weeks of the complaint being made.
When an answer cannot be provided within the expected time limits, the insurer will inform you in an appropriate manner about the causes of the delay and indicate when the investigations will be likely concluded.
Should you remain dissatisfied with the final response or if you have not received a final
response within 6 (six) weeks of the complaint being made, you may be eligible to refer your complaint to the Insurance Ombudsman.
The contact details are as follows:
Insurance Ombudsman
Versicherungsombudsmann e.V.
Postfach 080632
10006 Berlin
Germany
Complaints may be submitted online:
https://www.versicherungsombudsmann.de/dasschlichtungsverfahren/schlichtungsantrag/
Tel: 0800 3696000
Tel: +49 (0) 30 206058 99 (from outside Germany)
Fax: 0800 3699000
Fax: +49 (0) 30 206058 98 (from outside Germany)
www.versicherungsombudsmann.de
You may refer your complaint to the Insurance Ombudsman if you are a consumer or in a consumer-like position concerning an insurance contract, the complaint does not relate to private health and nursing care insurance and the value of the complaint is EUR 100,000 or less.