Consumer Complaints

Sirius International Insurance Corporation (publ) UK Branch

We understand that when our customers purchase insurance for their own protection or the protection of their family, property or business: that the true value of that policy is ultimately determined by the manner in which it responds to claims.  We are committed to providing our customers with an efficient, timely and high quality claims service.

However, we recognise that sometimes you may not be satisfied with our decision.  We recommend that in the first instance you follow the complaints guidance in your policy documentation.

Alternatively, you may contact us:

In writing:
Complaints Manager
Sirius International Insurance Corporation (publ) UK Branch
Floor 4, 20 Fenchurch Street
London
EC3M 3BY
United Kingdom

Email Complaints Manager

UK Policyholders
We will handle your complaint in line with the regulatory expectations of the UK Financial Conduct Authority.

We will acknowledge your complaint promptly and seek to resolve it as soon as possible.  We will aim to give you our final response within eight weeks. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

You may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free and independent service in the UK for settling disputes between consumers and businesses providing financial services.  You will need to contact the FOS within 6 months of our final response.  You may contact the FOS:

In writing:
Financial Ombudsman Service
Exchange Tower
London E14 9SR

Email Financial Ombudsman

By phone:
+44 (0)300 123 9 123

Website:
www.financial-ombudsman.org.uk

Insurance purchased online within the European Union (EU)
You may refer your complaint to the EU Online Dispute Resolution (ODR) platform, which has been set up by the European Commission.

Policyholders outside of the UK 
We will seek to handle your complaint promptly and fairly, ensuring that we comply with local regulatory requirements.

© 2019 Sirius International Insurance Group Ltd. All Rights Reserved.

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