At NIG we do everything we can to make sure our customers receive the best possible service. If our service fails to live up to the high standards you expect, we will do our utmost to resolve your query as quickly and fairly as possible. If you're not happy with our service, we'd like to hear about it in order that we can take action to put things right.
In the first instance, please outline your concerns in writing or by telephone to the manager of the NIG department that has caused your dissatisfaction. They should be able to resolve your concerns. If however this is not the case you have other options.
You can ask for your complaint to be reviewed at a senior management level and an independent member of staff will review the complaint fully and provide a response within two weeks. If this is likely to take longer, they will keep you fully informed of their progress.
You can contact us as follows:
60 Fenchurch Street
If you intend sending us an email, it is important that you understand that internet emails are not necessarily secure and information could be intercepted, lost or destroyed. If you do intend to email us with details of your complaint, please do not include any account information or confidential details.
Our aim is to resolve your concern straight away and in most cases, complaints are dealt with within two weeks. If your complaint is particularly complex, it may take longer to resolve and if together, we are unable to reach an agreement by the end of eight weeks we will send you a letter giving our reasons for the delay and an indication of what we are doing to provide a resolution to the matter.
If we can't reach agreement with you we will send you a 'final response' letter. This letter will clearly set out our position in relation to your complaint.
You will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service.
THE FINANCIAL OMBUDSMAN SERVICE
Our aim is to resolve all complaints internally. However, if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response letter we have issued.
You can write to the Financial Ombudsman Service at:
South Quay Plaza
183 Marsh Wall
Further helpful information can be obtained from visiting the Financial Ombudsman website on www.financial-ombudsman.org.uk.
The Financial Ombudsman Service offers a free independent service and they can help with most insurance related complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.
The European Commission has also established a European Online Dispute Resolution platform (ODR platform). The ODR platform is a web-based platform that will allow customers who have bought a product or service online, within the EU, to submit a complaint online via the platform. Whilst the ODR platform cannot resolve your complaint, it will help facilitate the resolution of a dispute by referring it to the relevant Alternative Dispute Resolution Provider, in our case the UK Financial Ombudsman Service (FOS) and offer a translation service for cross-border disputes. You can access the ODR platform by clicking here.
We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.