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Complaints Procedures

Complaints Handling Procedures

We aim to provide a high standard of service. However, if you have any reason to complain about the advice or service you have received you should contact the intermediary that arranged the contract or Ansvar Insurance Company Limited at:

Ansvar House, St Leonards Road, Eastbourne, East Sussex, BN21 3UR.
Tel: (01323) 737541, Fax: (01323) 430977, Email: ansvar.insurance@ansvar.co.uk

  • You can make your complaint in writing or verbally to the General Manager or any other Manager of Ansvar.
  • We will acknowledge all complaints within 5 working days.
  • All complaints will be investigated independently at a senior level within Ansvar.
  • We will aim to respond formally to your complaint within 4 weeks, but we shall endeavour to report to you within 10 working days whenever possible.
  • If after 4 weeks we have not completed our investigation we will write to you to tell you the progress of the investigation. We will then write to you again within 8 weeks of receiving your complaint with our response, or to inform you of the progress being made.
  • We will inform you of your right to take the complaint to:

Financial Ombudsman Service

South Quay Plaza, 183 Marsh Wall, London, E14 9SR

  • if you are not satisfied with our response, or we have not completed our investigation after 8 weeks.
  • if you are a private individual, or a business with an annual turnover of less than £1 million, you are also entitled to refer your case to the Financial Ombudsman Service.