Complaints procedure

Isis is committed to providing the highest standard of service to our customers. Occasionally however, we may not live up to your expectations, and in such circumstances, we want to hear from you. We promise to investigate your complaint, resolve it as quickly as possible and provide you with a satisfactory conclusion. In doing so this will help us to improve our service for all our customers.

Any complaint should be raised in the first instance with our Underwriting Manager by:

writing to the Underwriting Manager, Isis Conveyancing Insurance Specialists, The Union Building, 51-59 Rose Lane, Norwich NR1 1BY
telephoning 01603 761515, or;
emailing complaints@isisconveyancing.co.uk

How will we respond?

We will attempt to resolve the complaint to your satisfaction by close of business on the third working day following receipt. If this is not possible, we will send you a written acknowledgement and refer your complaint to the Complaints Manager at Liberty Legal Indemnities, who will aim to resolve your complaint within 14 days. If this is not possible due to the complexity of the complaint, they will provide an update at this stage, and aim to provide you with a written response no longer than 8 weeks after first receiving notification of your complaint.

If you are still not satisfied

If you are still not satisfied with the response provided, or you have not received a response within the 8 week period, you may be referred to the Financial Ombudsman Service. Further details will be provided at this stage of the complaints process.

Because Liberty Mutual Insurance Europe SE is registered as a Luxembourg insurance company, you are also entitled to refer the dispute to any of the following dispute resolution bodies instead of referring to the Financial Ombudsman Service: Commissariat aux Assurances (www.caa.lu), Service National du Médiateur de la consummation (www.mediateurconsommation.lu) or Médiateur en Assurances (www.ulc.lu/fr). Again more details will be provided during the complaints process.

In all cases, please quote the Policy Number shown in the Policy Schedule.