Our products are distributed via a wide network of insurance brokers, intermediaries and agents.
If your complaint is about the way a policy was sold to you
If you have a query or complaint regarding the way the policy was sold, you should refer to the insurance intermediary who sold the policy to you.
If your complaint is about your claim
At AmTrust Europe Limited, we are committed to providing a high level of service at all times but, if you believe that we have not delivered the service you expected, we want to hear from you so we can try to put things right. If you wish to make a complaint about a claim under your policy please contact:
AmTrust Europe Limited
Market Square House
St James’s Street
Telephone: 0115 934 9852 (standard rate)
We will contact you within three days of receiving your complaint to inform you of what action we are taking. We will try to resolve the problem and provide our response within four weeks. If it will take us longer than four weeks we will explain the current position and let you know when you can expect our response.
Referring your complaint to the Financial Ombudsman Service
In the event that you are unhappy with our response to your complaint, or you have not received our response within 8 weeks of the date we received your complaint, you may be eligible to refer your case to the Financial Ombudsman Service, who can review complaints from ‘eligible complainants’, but you must do so within 6 months of receiving our final response. Further information can be found at:
The Financial Ombudsman Service exists to help resolve complaints when we have not been able to resolve matters to your satisfaction and the service they provide is free and impartial. Their contact details are as follows:
Financial Ombudsman Service
Harbour Exchange Square
Telephone: 0800 023 4567 (calls to this number are free on mobile phones and landline) or 0300 123 9123 (Calls to this number cost no more than calls to 01 and 02 numbers.)
This complaints procedure does not affect your legal rights.
Complaints Data for AmTrust Europe Limited
If you wish to contact us by telephone regarding your complaint you can telephone us at 01 775 2900 . You will not need to put your complaint in writing unless you wish to do so. If you would prefer to outline your complaint to us in writing please write to;
Complaints Manager, 6-8 College Green, Dublin 2, D02 VP48
In accordance with the provisions of the Central Bank of Ireland’s Consumer Protection Code we will:
If your complaint is not subsequently resolved to your satisfaction, you may avail of your right to refer to the following:
The Financial Services and Pensions Ombudsman
Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Telephone +3531 567 7000
Central Bank of Ireland
New Wapping Street, North Wall Quay, Dublin 1, D01 F7X3 or PO Box 559, Dublin 1.
Telephone 1890 777 777 or +353 1224 6000
Where different complaint processes apply in other jurisdictions, AmTrust International Underwriters DAC will adhere to the local conduct of business rules.
If you have a question or complaint about the way your policy was sold to you, please contact the supplier who sold it to you.
We are committed to treating our customers fairly. However, we realise that there may be times when things go wrong.
If you have a complaint about your policy, you should contact the administrator by calling 0344 573 8187 or writing to:
The Complaints Team
Car Care Plan Limited
5 Mid Point Business Park
You can also email the administrator at email@example.com.
Please tell the administrator your name and your claim number or policy number.
Calls to the administrator may be recorded. The administrator will contact you within five days of receiving your complaint. In some cases, this will be to acknowledge your complaint, but in others it may be to give you a full reply. If the administrator cannot deal with your complaint within five working days, they will aim to give you a full reply within 28 days. In complex cases, or where further investigation is needed, this may take longer, and they will let you know if this is the case.
The administrator will respond to your complaint within eight weeks, which is in line with requirements set by the Financial Conduct Authority.
FINANCIAL OMBUDSMAN SERVICE
If you are still not satisfied, you have the right to refer your complaint to an alternative dispute resolution (ADR) body. If you live in the UK If you are still not satisfied with the way your complaint has been dealt with, you also have the right to ask the Financial Ombudsman Service to review your case, but you must do this within six months of the date of our final decision. For more information, you can contact the Financial Ombudsman Service or visit their website.
Write to: The Financial Ombudsman Service,
Exchange Tower, London E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
We abide by the Motor Industry Vehicle Warranty Products Code of Practice which can be found on The Motor Ombudsman website at www.TheMotorOmbudsman.org. The Motor Ombudsman will offer free impartial information and, if appropriate, an alternative dispute resolution process in the event that you are not satisfied with the outcome of a concern.
For further information, you can visit The Motor Ombudsman website at
www. TheMotorOmbudsman.org or call their Information Line on 0345 241 3008.
To make a complaint to the Motor Ombudsman you can either call their information line or fill in an online form at www. themotorombudsman.org/consumers/make-acomplaint.
Please note: The Motor Ombudsman can only deal with your complaint if you have already complained direct to the administrator and at least eight weeks have passed since you did that. Complaints to the Motor Ombudsman must be submitted within 12 months of the administrator’s final response.
If you live in the Channel Islands You also have the right to ask the Channel Islands Financial Ombudsman (CIFO) to review your case. For more information, you can contact CIFO or visit their website.
Write to: The Channel Islands Financial
Ombudsman, PO Box 114, Jersey, Channel
Islands JE4 9QG.
Jersey: +44 (0)1534 748610
Guernsey: +44 (0)1481 722218
International: +44 (0)1534 748610
If you live in the Isle of Man You also have the right to ask the Financial Services Ombudsman Scheme for the Isleof Man to review your case. For more information, you can contact the Financial Services Ombudsman Scheme or visit their website.
Write to: The Financial Services Ombudsman
Scheme, Thie Slieau Whallian, Foxdale Road, St
John’s, Isle of Man IM4 3AS
Phone: +44 (0)1624 686500
The above complaints procedure does not affect the rights you have by law as a consumer or any legal right you have to take action against us. For more information about your rights, contact your local trading standards service or citizens advice bureau.
All useful references for any complaints regarding the contractual relationship with AmTrust Assicurazioni can be found by following this link: amtrust.it/reclami-amtrust-assicurazioni.html
If you have bought a product online and are unhappy with the product or service you have received, you can also use the European Commission’s Online Dispute Resolution platform to make a complaint.
The purpose of this platform is to identify a suitable Alternative Dispute Resolution in the country/territory where you bought. Please be aware that if you use this service, the relevant Ombudsman will only be able to consider your complaint after AmTrust have had the opportunity to consider it and respond.