Customer Complaints

You can contact us in one of the following ways:

  • By telephone – 0207 105 5988
  • Fill in the online complaint form
  • Or you can write to us at:
    Customer Relations
    QBE European Operations
    Plantation Place
    30 Fenchurch Street
    London
    EC3M 3BD

To help us resolve your concerns as efficiently as possible, we ask that you provide us with as much information as possible, including:

  • Your full name, address and contact details
  • The details of your complaint
  • Any relevant reference number - including policy or claims numbers. These can be found on your insurance documentation
  • The type of insurance that your complaint relates to

If we can't resolve your complaint to your satisfaction straight away, we will let you know how long we think it will take.

If you were sold a QBE product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr.

Alternatively, should you remain dissatisfied with our final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The FOS’s contact details are as follows:

We will advise you in our final response if we believe that you are eligible to refer your complaint to the FOS.