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Complaints Procedure

Coalition Risk Solutions Ltd. makes every effort to deliver a high-quality service to our customers. If you have a complaint about our service, or about a claim, we operate a swift and effective complaints handling procedure, as follows: 1. Your complaint can be made orally or in writing, and on your behalf by a third party. 2. If you wish to make a complaint you should contact complaints@coalitioninc.com or telephone 02045364690. 3. Upon receipt of your complaint, it will be logged on our internal complaints database. The information stored is used by Coalition Risk Solutions Ltd. to identify any areas of concern and generally improve the service we provide to our customers. 4. We strive to resolve customer complaints as quickly as possible and at the first point of contact. If this is not achievable, our aim is to resolve your complaint by the close of business on the third day, following receipt of the complaint. If we have resolved your complaint within this timeframe, we will issue to you a Summary Resolution Communication (SRC) Letter. This letter will detail the findings from our investigation of your complaint and the outcome as well as your right to refer your complaint to the Financial Ombudsman Service (FOS) should you be eligible. 5. In the event that we are unable to resolve your complaint within this timeframe, we will send an acknowledgement letter to you within five business days and advise you of the person who will be dealing with the complaint and when you can expect to receive a detailed response. The person dealing with the complaint will be a senior member of staff not directly involved in the matter which is the subject of the complaint. They will have the authority and experience to address the complaint and explain the results of the investigation. 6. If your complaint should be more appropriately dealt with by another firm, we will ensure that it is referred to them as soon as practicable and certainly no later than five business days of our becoming satisfied that the other firm is or may be responsible for the substance of the complaint. We will make this referral to the other firm in writing and advise you by way of a final response that the referral has been made and include the other firm’s contact details. 7. We will investigate your complaint thoroughly and we will respond to it as soon as possible. We will provide a detailed response to your complaint in writing within four weeks of the complaint being made or, if it is not possible to respond within that time, we will inform you in writing within four weeks as to why we have been unable to resolve the complaint within that time, why we need more time to do so and when you can expect to receive our final response. 8. We will write to you and explain why there is a further delay if we have not completed our investigation within eight weeks of the complaint being made. We will also confirm when we expect to issue our final response and advise you that you may be eligible to refer the complaint to the Financial Ombudsman Service, if you remain dissatisfied. The address is:-

Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR Tel: 0800 023 4567 / 0300 123 9123 E-mail: complaint.info@financial-ombudsman.org.uk Further information is available on the FOS’s website: www.financial-ombudsman.org.uk 9. Where you are eligible to refer your complaint to the Financial Ombudsman Service, you have the right to do so free of charge but you must do so within six months of the date of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances, for example if it believes that the delay in referral was the result of exceptional circumstances. 10. If we are unable to resolve a complaint which relates to the performance of your policy or the insurer, and your policy is underwritten at Lloyd’s, you may refer your complaint to Lloyd’s for review. Lloyd’s’ contact details are below, and further information on the referral process can be found on the Lloyd’s website. Address: Lloyd’s Complaints Team, One Lime Street, London. EC3M 7HA Telephone: 020 7327 5693 020 7327 5693 (calls to this number are free from “fixed lines” in the UK) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK). Email: complaints@lloyds.com Website: www.lloyds.com/complaints