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Complaints

At ECIC we want you to be pleased with the service you receive from us and we take all complaints very seriously. If you’re not happy, we’re not happy. We will always endeavor to resolve complaints fairly and quickly. Your complaint will be dealt with confidentially and will not affect how we treat you in the future. 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 a complaint, you should first contact the ECIC staff member or the manager of the department that you usually deal with at:

 

EC Insurance Company Ltd
ECA Court
24 - 26 South Park
Sevenoaks
Kent
TN13 1DU


For complaints relating to the sale or servicing of your policy, contact 0330 221 0250 or ecic@ecinsurance.co.uk


For complaints relating to a claim, contact 0330 221 0255 or ecic.claims@ecinsurance.co.uk


Please quote your policy or claim number in all correspondence


Step 2

On receipt of your complaint, we will do our best to resolve the complaint within 3 working days from receipt and issue you with a combined acknowledgement and resolution communication within that period.


Where we are unable to resolve your complaint within 3 working days, we will keep you updated on the progress we make.


We aim to resolve your complaint within 8 weeks and we will send you a final written decision explaining the results of our investigation as well as recourse available to you in a summary resolution communication.


There may be occasions when at the end of 8 weeks we are not able to complete our investigation. In such instances, we will explain why and let you know when we expect to provide you with our final written decision.


At all stages of communication we will provide you with the various referral options that you have available both internally and externally.


Step 3

If you remain dissatisfied, you may be able to refer the matter to the Financial Ombudsman Service (except in the case of commercial customers with a group annual turnover exceeding €2m and more than 10 employees) up to 6 months after the date the summary resolution communication was issued by us.


You can contact the Financial Ombudsman Service by telephone on 0800 0234 567 or 0300 123 9123, by email on complaint.info@financial-ombudsman.org.uk. For further information you can visit the Ombudsman website at www.financial-ombudsman.org.uk.


If you do decide to refer any matter to the Financial Ombudsman Service your legal rights will not be affected.


Customers who are not eligible to refer to the Financial Ombudsman Service can refer the complaint to our Chief Executive Officer (CEO) if they are dissatisfied with the way your complaint was handled or the final decision. You can address your concerns to our CEO using the contact details provided in Stage 1.


ECIC has a Best's Credit Rating of A- effective as of September 2016. For the latest rating, access www.ambest.com               

 

EC Insurance Company Limited (ECIC) is part of the Markel group.  Markel Corporation is the ultimate holding company for ECIC and Markel International Insurance Company Limited. EC Insurance Company Limited (ECIC) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. (Financial Services Register No.: 202123). Registered Office: 20 Fenchurch Street, London EC3M 3AZ. Company Number: 01266206. Markel International Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (Financial Services Register No.: 202570). Registered Office: 20 Fenchurch Street, London EC3M 3AZ. Company Number: 00966670. Please note that telephone calls may be recorded for training and monitoring purposes.

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