We are committed to giving you a first class service at all times and will make every effort to meet the high standards we have set. If you feel we have not attained the standard of service you would expect or you are dissatisfied in any other way, then this is the procedure that you should follow:
Stage One – Initiating Your Complaint
You should first contact us at iFarm Underwriting by emailing us at firstname.lastname@example.org or by calling us on 020 3818 8061, full details of which are shown on your Policy Schedule. We will confirm to you the receipt of your complaint within five working days and do our best to resolve the problem within 14 days. If we cannot deal with your complaint within 14 days we will let you know when an answer may be expected. We expect that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied, you can take the issue further.
If we are unable to satisfy your complaint please refer the matter to the Compliance
HDI Global SE – UK
10 Fenchurch Street,
If You remain dissatisfied with our response, we have an escalation process for ensuring that a senior member of staff reviews your complaint. You can invoke this by stating to the individual that is handling your complaint that You wish to escalate it. Making a complaint does not affect Your right to take legal action.
Stage Two – Financial Ombudsman Service (FOS)
If the differences between us remain unresolved, you may refer your complaint to the Financial Ombudsman Service (FOS). You can ask the Financial Ombudsman Service to review your complaint if for any reason you are still dissatisfied with the final response from HDI Global SE – UK, or if a final response has not been issued within eight weeks from your first complaint.
The Financial Ombudsman Service
Harbour Exchange Square
London E14 9SR
Tel: 0800 023 4567 (from a landline) or 0300 123 9123 (from a mobile)
Please note that you have six months from the date of the final response in which to refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent body that arbitrates on complaints about general insurance products.
The Financial Ombudsman Service will only consider complaints after HDI Global SE – UK has issued a final response. Following this procedure will not affect your legal rights. Please quote your policy number in any communication.
Financial Ombudsman Service UK – Eligible Complainant
You can use the FOS as a recourse in the event of dissatisfaction if you are:
- a private individual acting outside your trade, business or profession
- ‘micro-enterprises”, i.e. smaller business that have a turnover or annual balance sheet of not more than EUR 2m and fewer than 10 people employed
- a charity with less than GBP 1m annual income a trustee of a trust with net asset value of less than GBP 1m.
Holderness House 3,
Crabtree Hall Business Centre,
Tel: 0203 978 2870
iFarm Underwriting Ltd is a trading name of Imperium Insurance Management Ltd, who is an Appointed Representative of Direct Insurance Group PLC, authorised and regulated by the Financial Conduct Authority, Firm Ref. No. 306080. You can check this on the Financial Services Register. Direct Insurance Group is covered by the Financial Ombudsman Service.
See www.financial-ombudsman.org.uk for details.