Complaints

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Our complaints philosophy

At Fortegra, we are committed to treating every customer fairly, impartially, and with respect at every stage of our relationship. Our goal is to provide you with certainty and confidence by putting your interests at the centre of every decision we make.

Submitting a complaint

If you are dissatisfied with the service provided as part of your policy cover, you may raise a complaint.  Consult your insurance policy (or certificate) to locate the specific complaints procedure applicable to your policy and follow the procedure set out within that document. 

If your complaint is not resolved to your satisfaction you may escalate it to Fortegra’s Complaints Management function by emailing complaints@fortegra.eu or by writing to the appropriate postal address (for Europe or UK) as specified in your policy.

If, after following the escalated complaints process, you remain dissatisfied with our final response, you may have the right to escalate the matter externally.  A final reply from Fortegra regarding your complaint is required before the relevant external complaints handling authority will review your complaint.

Below is information on the applicable regulators and relevant deadlines.  The relevant information will be included in the final response letter that we send to you.


 United Kingdom

You may refer your complaint to the Financial Ombudsman Service (FOS). You generally must bring your complaint to the Financial Ombudsman Service within 6 months of receiving our final decision (subject to their rules). The contact options are:

Website: financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Telephone: +44 (0)207 964 1000; or
Postal: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, Isle of Dogs, London, E14 9SR UK

European (non-UK) jurisdictions

For European complaints, in our final response letter we will provide you with the relevant body to escalate to:

  1. Office of the Arbiter for Financial Services (Malta).
    Typically, you must submit your complaint to the arbiter/regulator within a set time after our final response (for example, within 6 months), depending on the local rules of each jurisdiction. In Malta, contact details include:

    Website: financialarbiter.org.mt
    Email: complaint.info@financialarbiter.org.mt
    Telephone: 8007 2366 (Maltese Freephone)  or +356 21 249 245; or
    Postal: Office of the Arbiter for Financial Services, 1st Floor, St Calcedonius Square, Floriana, Malta

  2. Insurance Ombudsman Belgium
    Our final response letter will advise you of the timeframe within which you must submit your complaint.  The contact details are set out below:

    Website: www.ombudsman.as
    Telephone: +32 (0)2 547 58 71
    Postal: Square De Meeus 35, 1000 Brussels, Belgium

  3. Equivalent arbiter/regulator in the country where your policy was issued, the details of which will be set out in our final response.

Additional information

For more details about how we collect and process your personal data, you may review our Privacy Notices.

For transparency, we also publish summary data on complaints volumes; you can access these via our Publication of Complaints page.