Complaints Procedure
(Continued)
In Your written correspondence please include the following information: 1) name, address and postcode, telephone number and email address, 2) policy number and/or claim number, 3) the reason for your complaint, and 4) copies of any material you may wish to provide us. Your written correspondence should be headed ‘COMPLAINT’.
Your complaint will be acknowledged no later than the end of the next working day and final written response will be provided within 15 working days. If a final response is not provided within fifteen working days, you will be informed about the cause of the delay and indicate when the investigation is likely to be complete.
Taking your complaint further: If after having followed both Step 1 and Step 2 you are not satisfied, you may then refer the dispute to the Financial Ombudsman Service (FOS) within six months of our final response. The FOS will only be able to consider your complaint if both Step 1 and Step 2 above have been followed. The FOS may be contacted at Financial Ombudsman Service, Harbour Exchange Square, London E14 9SR. Email: complaint.info@financial-ombudsman.org.uk
Against Bastion (the company) which has issued the policy
Should your complaint be about the Company which has issued the policy, you may write to Mr Anthony Mowatt, Director (Email: complaints@bastion-insurance.com) of Bastion Insurance Company Limited, The Landmark, Level 1, Suite 2, Triq L-Iljun, Qormi QRM 3800, Malta
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When writing please include the following information: 1) name, address and postcode, telephone number and email address, 2) policy number and/or claim number, 3) the reason for your complaint, and 4) copies of any material you may wish to provide us.
In the event that your complaint remains unresolved and in order to seek an independent review, you may also write to the Arbiter for Financial Services: -
Office of the Arbiter for Financial Services
N/S in Regional Road
Msida MSD 1920
Malta
Following these procedures will not affect your right to take legal action.
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