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We are committed to providing you with an exceptional level of
service and customer care. We realise, however, that things can
go wrong and there may be occasions when you feel that we have not
provided the service you expect. When this happens we want to hear
about it so that we can try to put things right.
When you contact us
Please give us your name and a contact number. Please quote your
policy and/or claim number and the type of policy you hold. Please
explain clearly and concisely the reason for your complaint.
Step One - Initiating
your complaint
You should first write to:
The Quality Manager
masterquote
The Connect Centre
Kingston Crescent
Portsmouth
Hants
PO2 8QL
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.
Step Two - Contacting
Fortis Head Office
If your complaint is one of the few that cannot be resolved by
this stage write to the Customer Service Advisor who will arrange
for an investigation on behalf of the Chief Executive.
Customer Service Adviser
Fortis Insurance Limited
Fortis House
Tollgate
Eastleigh
Hants
SO53 3YA
Step Three - Beyond Fortis
If we have given our final response and you are still dissatisfied,
you may refer the matter to the Financial Ombudsman Service (FOS)
at the following address:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800,
or fax: (020) 7964
1001.
The Financial Ombudsman Service is an independent body that arbitrates
on complaints about general insurance products. It will only consider
complaints after we have provided you with written confirmation
that our internal complaints procedure has been exhausted. Referral
to the Financial Ombudsman does not affect your right to take legal
action against Fortis Insurance.
Please quote your policy number in any communication.
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