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How do I make a complaint?

  • Q
  • How do I make a complaint?

  • A
  • We believe you deserve courteous, fair and prompt service.  If there is any occasion when our service does not meet your expectations please contact us using the appropriate contact details below, providing the Policy/Claim Number and the name of the Policyholder/Insured Person to help us deal with your comments quickly.

     

    Claims or Service related complaints:

     

    Citymain Administrators Limited, Enterprise House, Isambard Brunel Road, Portsmouth, PO1 2RX.

    Telephone: 0333 999 7905 (local rate call)

    Email: customerrelations@citymain.com

     

    Sales related complaints:

     

    Loyal Insurance Services Ltd. t/a Insurance2Go, 9 Quy Court, Colliers Lane, Stow-Cum-Quy, Cambridge, CB25 9AU.

    Email: info@insurance2go.co.uk

     

    All other complaints:

     

    Write to:

    Customer Relations, AIG Europe Limited, The AIG Building, 2-8 Altyre Road, Croydon CR9 2LG

    Call:

    +44 0800 012 1301

    Email: 

    uk.customer.relations@aig.com

    Online: 

    http://www.aig.co.uk/your-feedback

     

    Lines are open Monday to Friday from 9.15am to 5pm, excluding bank holidays. The Customer Relations Unit free call number may not be available from outside the UK – so please call us from abroad on +44 20 8649 6666.

     

    We will acknowledge the complaint within 5 business days of receiving it, keep you informed of progress and do our best to resolve matters to your satisfaction within 8 weeks. If we are unable to do this you may be entitled to refer the complaint to the Financial Ombudsman Service. We will provide full details of how to do this when we provide our final response letter addressing the issues raised.

     

    Please note that the Financial Ombudsman Service may not be able to consider a complaint if you have not provided us with the opportunity to resolve it.

     

    The Financial Ombudsman Service can be contacted at:

     

    Write to:

    The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

    Call:

    0800 023 4567 or 0300 123 9 123

    Email:

    complaint.info@financial-ombudsman.org.uk

    Online:

    www.financial-ombudsman.org.uk

     

    If you wish to complain about an insurance policy purchased online you may be able to use the European Commission’s Online Dispute Resolution platform, which can be found at http://ec.europa.eu/consumers/odr/

     

    Following this complaint procedure does not affect your right to take legal action.

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