Intasure - Complaints

Intasure Complaints

We take all complaints we receive seriously and will handle any complaint promptly and fairly.

If you make a complaint, we will:

• Acknowledge it promptly
• Explain how we will handle your complaint
• Tell you what you need to do
• And how your complaint is progressing.

Full details of our complaints procedure are available on request. We will record and analyse your comments to make sure we continually improve the service we offer.

If at any time you have a complaint about the services that we provide for you, then you should contact:

The Managing Director
Intasure
Suffolk House
George Street
Croydon, Surrey CR0 1PE
United Kingdom

Tel: +44(0)845 111 0670
Fax: +44(0)845 111 0682

If at any time you have a complaint about the services provided by your insurers for you, then you should contact:

Property insurance

RSA
Bowling Mill
Dean Clough Industrial Estate
Halifax
HX3 5WA

Lloyd's of London
One Lime Street
London
EC3N 7HA

Ray Sigorta AS
Haydar Aliyev Cad
35 Tarabya
34457 Sariyer / Istanbul
Turkey

Cedar Insurance & Reinsurance Company Ltd
Richmond House
12 Par-La-Ville Road
PO Box HM 1022-Hamilton
Bermuda

Legal expenses / Identity theft insurance

Capita Commercial Services Limited
Gilberd Court
Newcomen Way
The Business Park
Colchester C04 9WN

If you are not happy with the outcome of your complaint you may be eligible to refer your complaint to:

The Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London E14 9SR

Tel: helpline 0845 080 1800
Tel: switchboard 020 7964 1000

website: www.financial-ombudsman.org.uk

Definition of an Eligible Complainant

An eligible complainant is either a private individual, a business with a group annual turnover of less than £1 million, a charity with an annual income of less than £1 million or a trustee of a trust with a net asset value of less than £1 million at the time of the complaint.

Compensation

We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Where the claim is in respect of a liability subject to compulsory insurance: 100% of the claim. In all other cases 100% of the first £2000 and 90% of the remainder of the claim.

Law applicable to contract

You and the insurer are free to choose the law applicable to this contract but in the absence of agreement to the contrary, the law of the country in which you reside at the date of the contract (or, in the case of a business, the law of the country in which the registered office or principal place of business is situated) will apply.

If you are not resident (or, in the case of a business, the registered office or principal place of business is not situated) in England or Wales, Scotland, Northern Ireland, Channel Islands or the Isle of Man the law which will apply is the law of England and Wales.