We have published this procedure to let you know how to contact us and to tell you how we will deal with your complaint.
Here is how to get in touch.
Customer Complaints
Email: Personalbrokercomplaints@allianz.co.uk
Write to:
Complaints, Allianz, PO Box 9104, Bournemouth, BH1 9DB
For us to deal with your complaint as quickly as possible, it will help us if you mark your correspondence ‘complaint’ and provide as much information as you can - for example, customer or policy reference number(s).
Once we've received your complaint
We’ll aim to resolve your complaint promptly.
Where we can resolve matters within 3 business days following receipt, we will write to you confirming the action we have taken. We’ll also explain how you may be able to refer the matter to the Financial Ombudsman Service, if you subsequently decide you are unhappy with the outcome.
Within 5 business days of receiving your complaint
If we're unable to resolve the matter to your satisfaction straightaway, we'll commence an investigation and acknowledge your complaint in writing.
Within 8 weeks of receiving your complaint
If we believe that we have fully addressed your complaint issues, we will let you have our written final response and the reasons for it. We will also give you the contact details for the Financial Ombudsman Service. In the unlikely event that we are not able to give you our final response within 8 weeks we will write to you explaining the delay and what we are doing to help you. We will also give you the contact details for the Financial Ombudsman Service. We will contact you every 2 weeks to keep you informed of our progress. We'll send you our written final response when we have completed our investigations, setting out the action we're taking.
What happens if you are not happy with our final response or reasons for not getting back to you sooner?
If you remain dissatisfied after we have sent you our written final response or if you are not happy with the progress we have made after 8 weeks.
You may be eligible to refer your complaint to the Financial Ombudsman Service free of charge to investigate. The Ombudsman offers an independent service for resolving disputes about most financial matters. In some circumstances a complaint may not be eligible for referral in such cases you will receive guidance from staff at the Ombudsman about your options, or you may wish to seek your own professional or legal advice.
If you decide to refer your complaint to the Ombudsman this must be within six months of the date of our final response. If the complaint is not referred in time, the Ombudsman will not have our permission to consider the complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was because of exceptional circumstances.
Details about the Financial Ombudsman including their contact details can be found at financial-ombudsman.org.uk.
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone: 0300 123 9 123 or + (44) 20 7964 0500 from outside the UK.
Home & Legacy Insurance Services Ltd is a wholly owned subsidiary of Allianz Holdings plc and is registered in England number 3007252. Registered office: 57 Ladymead, Guildford, Surrey GU1 1DB. Home & Legacy Insurance Services Limited is authorised and regulated by the Financial Conduct Authority. Financial Services Register number is 307523. Please note that telephone calls may be recorded for training and/or monitoring purposes.