How to make a complaint
If you wish to complain, you may advise any member of our staff or contact us by:
Write to us:
292 Madison Ave
12th Floor
New York, NY 10017
Email us:
Give us a call:
Our complaints handling procedure
We aim to resolve your concerns, whenever possible, by close of business on the next working day. If this is not possible, we will promptly respond to your complaint in writing no later than five working days after receipt.
If your complaint concerns the provision of (or failure to provide) a service by another company, such as an insurer, we will promptly refer your complaint in writing to the company. In these circumstances, we will provide you with the full contact details for the company and, if the other company is solely responsible, our final response.
We will endeavor to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than six weeks after receipt of your complaint.
We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within four weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
If, after six weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.
If you wish to complain through the New York Department for Financial Services, please see the website: https://www.dfs.ny.gov/complaint