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COMPLAINTS

Here at Vetsure pet insurance we want you to be delighted with the service you receive from us and take all complaints very seriously. If you’re not happy, we’re not happy. We will always endeavour to resolve complaints fairly and quickly.
Customers and their pets are at the heart of our business and our products and services are designed with you in mind. We aim to treat all our customers fairly and consistently. This doesn’t mean, of course, that things won’t occasionally go wrong. Where we are made aware that a customer is dissatisfied we will take all the appropriate measures to understand the reasons for this and resolve the problem as quickly as possible. We will also implement any improvements identified to prevent the same situation from arising again.

The information below provides an overview of our complaints process and what you can expect.

STEP 1

If you have an enquiry or complaint regarding the sale or servicing of your policy or your claim, you should first contact:

Vetsure Pet Insurance
2nd Floor Titan Court,
3 Bishop Square,
Hatfield,
Hertfordshire AL10 9NA

OR by telephone on
0800 050 2022

Please quote your policy or claim number in all correspondence. We will always confirm to you that we have received your complaint within 5 working days and we will do our best to resolve the complaint within 4 weeks.

In relation to other matters, then you may also refer your complaint to The Managing Director, Atlas TVIS 48-50 Ta Xbiex Seafront, Ta Xbiex XBX 1021 Malta. If you are still not satisfied you can ask the following organization to review your case: Office of the Arbiter for Financial Services, 1st Floor, St Calcedonius Square, Floriana FRN 1530, Malta, Tel +356 21249245 (overseas call charges apply), Email [email protected]. The web address is www.financialarbiter.org.mt.

The Office of the Arbiter will expect you to have a final reply from Atlas TVIS in writing before they accept your case, so please obtain this from Atlas TVIS before you approach them.

Referral to the FOS or the Office of the Arbiter for Financial Services does not affect your right to take legal action against us.

An alternative option if you bought your policy online:
The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way, it will be forwarded to an Alternative Dispute Resolution (ADR) entity which will handle the case entirely online and will reach an outcome in 90 days. The web address for this Online Dispute Resolution Service is https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage).  Please quote our email address which is [email protected] Please be aware that the ADR entity will only be able to consider your complaint after we have had the opportunity to consider and resolve this.

STEP 2

If you remain dissatisfied, then you may refer your complaint to the Financial Ombudsman Service (‘FOS’) at:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

OR by telephone on
0800 023 4567

Please note that you have 6 months from the date of our final response in which to refer the matter to the FOS. Referral to the FOS does not affect your right to take legal action against us.

The Financial Ombudsman Service is an independent body that arbitrates on complaints about insurance products. They will only consider complaints after we have given you written confirmation of our final decision (after Step 1) within 4 weeks.

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