Complaints

Complaints

We’re committed to providing our customers with a first class service, but we do recognise that there may be an occasion when they may feel we have not done this, and wish to make a complaint. At Haven we always try to resolve any complaint at the earliest possible stage.

If the complaint is in relation to the service provided by the agent who sold the policy, we recommend you contact them direct.

If the complaint is regarding our service please contact us straight away by calling us on 0345 0920704 or by emailing complaints@haven.gi

Complaints in writing should be addressed to our Customer Relations Team at:

Customer Relations
Haven Insurance Company Limited
No.1 Grand Ocean Plaza
Ocean Village
Gibraltar

We do our best to resolve all complaints on receipt, however, if this is not possible we will issue a written acknowledgement. This will include the name of the person handling the complaint and our complaints procedure leaflet, which is also available on request.

We will confirm resolution of the complaint in a final response letter within eight weeks of its receipt. If the complaint has not been resolved within eight weeks, an update will be provided on the status of the complaint. If a final response has been provided or more than eight weeks have passed since we received the original complaint, the complaint may be referred to the Financial Ombudsman. The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service
South Quay Plaza 2
183 Marsh Wall
London
E14 9SR

Telephone: 0800 0234567
www.financial-ombudsman.org.uk

The Financial Ombudsman Service is free, however they must be contacted within six months of the date of the final response letter.  

The Financial Ombudsman Service will handle most complaints, but there may be some instances that fall outside of its authority. The Ombudsman’s decision is binding upon us, but complainants are free to reject it without affecting their legal rights.

We recommend submitting your complaint directly to us and we will attempt to resolve it as soon as possible, however you also have the option of submitting your complaint via the European Commission’s Online Dispute Resolution platform which can be found here: http://ec.europa.eu/consumers/odr/