We intend to provide an excellent service always to you in respect to any products purchased and our claims services. We recognise that there may be occasions when you feel that a high level of service has not been achieved.
If you are unhappy with any aspect of the service that you receive from us, please contact your insurance broker in the first instance, stating the nature of your complaint, the policy and/or claim number.
We will endeavor to resolve any complaint within 10 working days after the date on which the complaint is made. We will provide a written response to your complaint and provide that to your Broker.
Ascent Underwriting LLP
If you remain dissatisfied with our response, you may contact us directly:
Ascent Underwriting LLP,
London, EC3M 1AJ,
Chief Operating Officer
Again, we will endeavor to resolve any complaint within 10 working days after the date on which the complaint is made directly to us.
Lloyd's of London
If you remain dissatisfied with the outcome of your complaint and it relates to the performance of your policy or Ascent Underwriting LLP and your policy is underwritten at Lloyd’s, then please contact and write to Lloyd’s of London:
Walter Burke Way,
Kent, ME4 4RN,
Financial Ombudsman Service
The Financial Ombudsman Service will become involved if you are an eligible complainant as defined by the rules of the Financial Conduct Authority. If eligible you may seek assistance from:
The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London, E14 9SR,
Online Dispute Resolution Platform
The European Commission has established an Online Dispute Resolution Platform (ODR Platform) that is specifically designed to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU and subsequently has a problem with that online purchase.
The ODR platform will refer your complaint to the Financial Ombudsman Service which will pass it on to Ascent Underwriting LLP.
The complaints procedure set out above does not in any way effect your statutory or legal rights and remedies that you may have against Ascent Underwriting LLP.