Norwich Union CLUBline
What if customers have a complaint?
Complaints Procedure
Our goal is to give excellent service to all of our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all of our customers' problems promptly.
What will happen if a complaint is made
- Complaints will be acknowledged within 2 working days of receipt
- We aim to resolve complaints within 5 working days
- Once an assessment and full investigation of your customers concerns has been made, we will respond with a decision
What should Customers do?
- Step 1
If your customer is disappointed with the handling of their claim they should, in the first instance, contact the office or the supplier dealing with their claim - Step 2
If they remain unhappy with the decision they receive, please ask them to write to The Chief Executive, Norwich Union Insurance, Surrey Street, Norwich, NR1 3NS.
Customers should provide their policy or claim number in any correspondence. A review of the matter will be carried out at a senior level and a final decision made
- Step 3
If, after making a complaint to us, your customer is still unhappy and feel the matter has not been resolved to their satisfaction please advise them to contact the Financial Ombudsman Service, South Quay Plaza 183 Marsh Wall, Docklands, London, E14 9SR.
Important Note
The Financial Ombudsman will only consider a Customer's complaint if they have given us the opportunity to resolve it and are:
- a private policyholder,
- 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
Please ensure that customers follow the steps above. If, however, we do not resolve their complaint within 40 working days, the Financial Ombudsman will accept a direct referral. Following the complaint procedure will not affect their right to take legal action.
