Complaints Process

How to make a complaint

Should you have any cause for complaint about the provision of our service, please contact us — orally or in writing — using any of the channels below.

What happens next

1. Acknowledgement within 5 business days. We will acknowledge your complaint in writing, tell you who is dealing with it, and indicate when you may expect a substantive answer.
2. Investigation. The complaint is logged, reviewed by a senior member of staff, and investigated in full. We may contact you for further information or supporting documents.
3. Formal written response within 8 weeks from receipt of the original complaint. If the complaint cannot be resolved within this timescale, we will write with an explanation of progress and the likely timescale involved.
4. Escalation. If we are unable to settle your complaint, you may refer it to ASF (the Portuguese insurance supervisory authority) or to the Livro de Reclamações system.

Autoridade de Supervisão de Seguros e Fundos de Pensões (ASF)

Portuguese consumer protection routes

You may also use the official "Livro de Reclamações" (Complaints Book) system — every Portuguese business is required to make this available on request, both in physical and electronic form (www.livroreclamacoes.pt).

For alternative dispute resolution on insurance matters, the Centro de Informação, Mediação e Provedoria de Seguros (CIMPAS) provides free mediation — www.cimpas.pt.

Complaints about how we use your data

If your complaint relates specifically to how we have collected, used or stored your personal data, please notify our Compliance Officer (Andrew Francis) using the contact details above. You may also raise data-protection concerns directly with the Comissão Nacional de Protecção de Dados (CNPD) — www.cnpd.pt.

Insurer complaints

Your insurer also operates its own complaints procedure, details of which are set out in your policy document. For policy-level complaints (e.g. a claim decision), the insurer's own complaints team is usually the fastest route to resolution.

Our record-keeping

We keep complaints on record for two years once closed, or six years if the complaint also relates to how we arranged a policy and falls under ASF rules.