COMPLAINTS – MARINE


 
Our aim is to ensure that all aspects of Your insurance are dealt with promptly, efficiently and fairly. At all times KGM are committed to providing You with the highest standard of service. If You do wish to make a complaint about the services provided to You please refer to the below.

If Your complaint refers to the handling of a claim You have submitted under Your Policy please contact:
Marine Craft Claims
14-16 Park Place
Cardiff
CF10 3DQ
Tel: 0345 600 7425
Intl: +44 2920 386 949
Email marinecraftclaims@cl-mar.com

For all other complaints, including about the way this Policy was sold to You or the way the Policy is administered, please contact:
Your Insurance Advisor who sold You this Policy or KGM
2 Birch Court
Blackpole East
Blackpole Road
Worcester
WR3 8SG
Tel: 0345 456 5758
Email: Leisure@kgmus.co.uk

If KGM cannot resolve Your complaint immediately KGM will write to You within three days. KGM will let You know the name and contact details of the person or team dealing with Your complaint. We will try to resolve the problem and give You an answer within four weeks. If it will take longer than four weeks KGM will tell You when You can expect a response.

If KGM have not resolved the situation within eight weeks or You remain dissatisfied after KGM have investigated Your complaint, You may have the right to refer Your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service
The FOS is an independent service in the UK which offers a free, independent complaint resolution service between consumers and businesses providing financial services. Details of who is eligible to refer a complaint to the FOS can be found on their website using the details below.

If You have the right to refer Your complaint to the Financial Ombudsman, You must do so within six months of the date of the final response letter. If You do not refer Your complaint in time, the Ombudsman will not have our permission to consider Your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

The contact details for the FOS are:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website: www.financial-ombudsman.org.uk
Telephone: 0800 0234567 or 0300 1239123
Email: complaint.info@financial-ombudsman.org.uk

Using our complaints procedure or contacting the FOS does not affect Your legal rights.

If You purchased Your Policy online, please note that You can submit Your compliant via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Union (EU) who have bought goods or services online. You can access the ODR Platform by visiting https://ec.europa.eu/consumers/odr/. Your complaint will then be redirected to the FOS.