Customer Complaints Process

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We aim to provide you with a first class level of service.


However, we appreciate that there are occasions when for whatever reasons we may fall short of this standard. In these circumstances, we have an established procedure we would ask you to follow to resolve your complaint as swiftly as possible:



By Phone

0870 400 4870 (Policyholders)
020 8380 3000 (Lenders/Distributors)

It will assist our investigation if you are able to provide the following information:

  • Your name and address
  • Any reference numbers (e.g. claim number, policy number)
  • A clear description of your concern or complaint
  • Details of what you would like us to do to put it right

In Writing

The Company Secretary
Financial Insurance Company Limited
Building 11
Chiswick Park
566 Chiswick High Road
London, W4 5XR
United Kingdom

E-mail: info.en@genworth.com (for confidentiality reasons, please do not send your policy details if submitting your complaint via e-mail).

How Will We Handle Your Complaint

The time it takes to resolve your complaint will depend on how complex it is and how much investigation we have to do. We'll always try to resolve your complaint as quickly as possible, keeping you informed of our progress.
We will:

  • Send a written acknowledgement to you with within 5 working days, if the issue cannot be resolved within 24 hours.
  • Send you a further letter explaining the reasons for the delay, if for any reason your complaint cannot be resolved within 4 weeks.
  • Carry out an in-dept investigation into your complaint and give a final management decision on your concern.

If you are not happy with the decision, and it falls within the Ombudsman’s jurisdiction, you will be given the right to refer the issue to the Financial Ombudsman Service.

If You Are Still Not Happy With The Outcome

We want to resolve complaints to your satisfaction whenever possible. If the issue has still not been resolved to your satisfaction, or after 8 weeks have elapsed, you will be given the right to refer the matter to the Financial Ombudsman Service:
The Financial Ombudsman Service
South Quay Plaza
183 Mash Wall
London E14 9SR

Telephone: 0845 080 1800

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

If you complain it will not affect your legal rights.