If you have experienced a problem with any part of our service, we will sort this out as quickly and fairly as possible.
What you should do first
- If your complaint is about the way your policy was sold to you, contact your insurance adviser to report your complaint.
- If you have a complaint about a claim, call your claims handler first. You will find the claims handler's name and phone number on any letters they have sent you.
If your problem has still not been sorted out
Step 1
Contact our Customer Service Adviser who will make sure that your complaint is dealt with at a senior level. You can write to the address below or e-mail us (please include your policy number and claim number if appropriate).
To complain using our online enquiry form click here.
Customer Services Adviser
Fortis Insurance Limited
Fortis House
Tollgate
Eastleigh
Hampshire
SO53 3YA
Step 2
If this matter has still not been sorted out, you can write to Barry Smith, Chief Executive at the same address.
Step 3
If you are not satisfied with our final decision, you can write to:
Financial Ombudsman Service
South Quay Plaza 2
183 Marsh Wall
London E14 9SR.
Service standards
We will reply to any letter you send us within two working days of receiving it. In our letter we will tell you who will be dealing with your complaint and when you should expect a reply.