Our commitment to customer service
We are committed to providing a high level of customer service. If you feel we have not delivered this, we would welcome the opportunity to put things right for you.
Who to contact in the first instance
Many concerns can be resolved straight away. Therefore in the first instance, please get in touch with Zurich, as we will generally be able to provide you with a prompt response to your satisfaction.
You can contact Zurich by:
• letter to Zurich Insurance Accident and Health, PO Box 3305, Royal Wootton Bassett, Swindon, SN4 8WH
• phone on +44 (0) 800 0260 184
• email to ZurichPABT@uk.zurich.com
Many complaints can be resolved within a few days of receipt
If we can resolve your complaint to your satisfaction within the first few days of receipt, we will do so.
Otherwise, we will keep you updated with progress and will provide you with our decision as quickly as possible.
Next steps if you are still unhappy
If you are not happy with the outcome of your complaint, you may be able to ask the Financial Ombudsman Service to review your case.We will let you know if we believe the ombudsman service can consider your complaint when we provide you with our decision. The service they provide is free and impartial, but you would need to contact them within six months of the date of our decision.
More information about the ombudsman and the type of complaints they can review is available via their website www.financial-ombudsman.org.uk.
You can also contact them as follows:
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 (free on mobile phones and landlines)
Email: complaint.info@financial-ombudsman.org.uk
If the Financial Ombudsman Service is unable to consider your complaint, you may wish to obtain advice from Citizens Advice (or a similar service) or seek legal advice.