How to make a complaint

Groupama is committed to delivering the highest standards of customer care. However we realise that there may be times when things go wrong. In such circumstances please contact the Department where the issue arose by using the numbers and addresses detailed. Telephone calls may be recorded.

Click here to view our Customer Care policy.

Please quote your name, claim or policy number and the reason for your complaint.

Stage 1

Complaints

Our commitment to you

• We will make sure all the information we give you will be clear and accurate
• We will be fair and reasonable whenever you need the protection of this policy
• We will act promptly to provide the protection you need

If things go wrong

Whilst we will make every effort to maintain the highest standards, we recognise that there may be some occasions when we fail to satisfy the particular requirements of our customers. We therefore have in place procedures to investigate and remedy any area of concern. In such circumstances we promise:

• To acknowledge any formal complaint in 5 days or less
• To have the issues reviewed by a person of appropriate seniority and authority
• To identify the person managing your complaint in our original letter of response
• To respond fully to your concern or complaint within a maximum of 28 days
• If for any reason this is not possible, we will write to you promptly to explain why we have been unable to finalise the matter quickly. We will also let you know when we will contact you again

Stage 2

If you still feel that we have been unable to resolve the matter to your satisfaction then please write to our Chief Executive Officer, at:

Groupama Insurances
6th Floor
One America Square
17 Crosswall
London
EC3N 2LB

Telephone:
Fax:

Stage 3

If you are still unhappy following receipt of our final response, you can refer the dispute to the Financial Ombudsman Service who will review your case on an independent basis. The address is:

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

Telephone:
Email:
Website: www.financial-ombudsman.org.uk

The Financial Ombudsman Service offers a free, independent and impartial complaints resolution service for customers with financial services products and will generally look at complaints involving mis-selling, mal-administration of a policy and the way a claim has been handled.

A leaflet is available on how the Financial Services Ombudsman operates. If you would like a copy, please contact us. Alternatively, you can download a copy from their website.

The Ombudsman's final decision is always binding on us, but you are not obliged to accept their decision if you disagree with it and you may take further action if you wish - your use of the Ombudsman's services does not affect your legal rights. However, you must approach the Financial Ombudsman Service within 6 months of our final decision letter if you wish them to review your complaint.

Financial Services Compensation Scheme

Groupama Insurance Company Limited is covered by the Financial Services Compensation Scheme (FSCS). This means that you may be entitled to compensation from the scheme if we cannot meet our obligations, depending on the type of business and the circumstances of the claim.

For further information, you can visit the FSCS website at www.fscs.org.uk or contact them by telephone on or email