Customer Complaints

You can contact us in one of the following ways:

  • By telephone  0207 105 5988
  • Fill in the online complaint form
  • Or you can write to us at:
    Customer Relations
    QBE European Operations
    Plantation Place
    30 Fenchurch Street
    London
    EC3M 3BD

To help us resolve your concerns as efficiently as possible, we ask that you provide us with as much information as possible, including:

  • Your full name, address and contact details
  • The details of your complaint
  • Any relevant reference number - including policy or claims numbers. These can be found on your insurance documentation
  • The type of insurance that your complaint relates to

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 you complain:

  • We will acknowledge receipt of your complaint promptly and no later than five working days after we receive it from you;
  • Your complaint will be reviewed by a dedicated person responsible for complaints who would not have been involved in the circumstances relating to your complaint;
  • We will contact you again once we have reviewed your complaint and will try to respond to the issues raised as promptly as we can and certainly within 4 weeks of the date your complaint was received by ourselves; and
  • If we still have not been able to provide you with a final response after 8 weeks, we will provide you with a further report on our progress (including the reason(s) why the delay has occurred) and notify you of an actual date by which we believe we will be able to provide you with our final response.

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.

The Financial Ombudsman Service (‘FOS’)

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:

  • Private individuals; or
  • A ‘Micro-enterprise’.

‘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.

  • Charities with an annual income of less than 1 million; or
  • A trustee of a trust with net assets of less than 1 million.

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.