Complaints

At Hansard we aim to provide a professional and comprehensive customer service, but there may be occasions when you do not get the service that you expect from us.

Complaints are treated seriously and objectively, and we have a complaint procedure in place to enable us to investigate complaints and provide a timely resolution.

If you have a complaint, send the details to the Complaints Investigator, including your policy details, your personal details and the details of your complaint.

The complaint will be treated in the following manner:

  • We will acknowledge your complaint within 3 working days of receipt, if received in English. For all other languages we will acknowledge within 5 working days of translation.
  • The matters raised will be examined in detail.
  • A response will be prepared based on the facts established. We aim to provide resolution to your complaint within 20 working days of acknowledgement. If we are unable to complete the investigation within 20 days we will advise you and provide you with a revised date.
  • In any event, we will write to you within 8 weeks of receipt of the initial complaint with the results of the investigation, and a proposed resolution of the problem and any settlement
  • Agreed settlements will be acted on promptly.
  • If our response is not acceptable, please set out the reasons for rejecting it in writing. On receipt, the facts will be reviewed in light of your reasons.
  • Our response will set out any statutory appeal options where appropriate.
happy employees answering phone calls

Hansard International

If you wish to make a complaint, please write to:

The Complaints Investigator

Hansard International,
55 Athol Street,
Box 192 Douglas,
Isle of Man,
IM99 1QL

Complaints that HIL cannot settle can be referred to the Financial Services Ombudsman Scheme (FSOS) for the Isle of Man to carry out an independent review of your complaint. In any event, you have the right to ask the FSOS to review your complaint if we’ve been unable to resolve it within 8 weeks. Details of the FSOS are included below.

Details of the financial services ombudsman

Financial Services Ombudsman Scheme

Thie Sileau Whallian,
Foxdale Road,
St Johns,
Isle of Man,
IM4 3A5

Complaints that Hansard International Limited, Far East cannot settle can be referred to the Labuan Offshore Financial Service Authority (LOFSA) for Labuan to carry out an independent review of your complaint. In any event, you have the right to ask the LOFSA to review your complaint if we’ve been unable to resolve it within 8 weeks. Details of the LOFSA are included below.

Details for Hansard International Limited, Far East:

Labuan Offshore Financial Service Authority

17th Floor, Main Office Tower,
Financial Park Complex,
Jalan Merdeka,
87000, Wilayah,
Persekutuan Labuan

Hansard Worldwide

If you wish to make a complaint, please write to:

The Complaints Investigator

Hansard International,
55 Athol Street,
Box 192 Douglas,
Isle of Man
IM99 1QL

+44(0)1624 688000

complaints@hansard.com

Complaints that HWL cannot settle can be referred to the Insurance Commission of the Bahamas (ICB) for the Bahamas to carry out an independent review of your complaint. In any event, you have the right to ask the ICB to review your complaint if we’ve been unable to resolve it within 8 weeks. Details of the ICB are included below.

Details of the Insurance Commission:

The Insurance Commission of the Bahamas

Poinciana House (former UBS building),
North Building, 1st Floor
31A EastBay Street,
P.O. Box N-4844,
Nassau,
N.P.,
The Bahamas

+(242)397 4183 or 376 7242

+(242)328-1070

info@icb.gov.bs

www.icb.gov.bs

Union Infinity Clients

If you have a complaint, send the details to the Complaints Investigator, including your policy details, your personal details and the details of your complaint.

The complaint will be treated in the following manner:

  • We will acknowledge your complaint within 2 working days of receipt.
  • The matters raised will be examined in detail.
  • A response will be prepared based on the facts established. We aim to provide resolution to your complaint within 15 working days of acknowledgement.
  • Agreed settlements will be acted on promptly.
  • If our response is not acceptable, please set out the reasons for rejecting it in writing. On receipt, the facts will be reviewed in light of your reasons.
  • Our response will set out any statutory appeal options where appropriate.

If you wish to make a complaint, please write to:

The Complaints Investigator
Union Insurance Company

Suite 502, Single Business Tower,
Sheikh Zayed Road,
PO Box 119227,
Dubai,
UAE

Complaints that Union cannot settle can be referred to the Insurance Authority to carry out an independent review of your complaint. In any event you have the right to ask the Insurance Authority to review your complaint if we’ve been unable to resolve it within 15 working days.