You can contact us in one of the following ways:
To help us resolve your concerns as efficiently as possible, we ask that you provide us with as much information as possible, including:
If we can't resolve your complaint to your satisfaction straight away, we will let you know how long we think it will take.
If you were sold a QBE product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr.
Alternatively, should you remain dissatisfied with our final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
The FOS’s contact details are as follows:
We will advise you in our final response if we believe that you are eligible to refer your complaint to the FOS.
Should we be unable to resolve your complaint to your satisfaction, you may have a right to refer the complaint to the Financial Ombudsman Service.
FOS is an independent body established to consider complaints against firms like ours where an “eligible complainant” is unhappy about the way their complaint has been handled by the firm or the decision it has reached.
FOS will consider matters referred to it by:
‘Micro-enterprises’ will be able to bring complaints to the ombudsman as long as they have an annual turnover of under EUR2 million and fewer than ten (10) employees.
We will provide you with information about FOS at the time we provide you with either a final response to your complaint or where we provide you with details of our progress after eight weeks from receipt of your complaint.
Please do not hesitate to contact us if you have any queries or concerns at any time during our review of your complaint.