Complaints

We’re committed to providing our customers with a first class service, but we do recognise that there may be an occasion when they may feel we have not done this, and wish to make a complaint. At Haven we always try to resolve any complaint at the earliest possible stage.

If the complaint is in relation to the service provided by the broker who sold the policy, we recommend you contact them directly.

If the complaint is regarding our service please contact us by emailing [email protected]. Complaints in writing should be addressed to our Customer Relations Team at:

Customer Relations
Haven Insurance Company Limited
No.1 Grand Ocean Plaza
Ocean Village
Gibraltar

We do our best to resolve all complaints on receipt, however, if this is not possible we will issue a written acknowledgement. This will include the name of the person handling the complaint and our complaints procedure leaflet, which is also available on request.

We will confirm resolution of the complaint in a final response letter within eight weeks of its receipt. If the complaint has not been resolved within eight weeks, an update will be provided on the status of the complaint. If a final response has been provided or more than eight weeks have passed since we received the original complaint, the complaint may be referred to the Financial Ombudsman. The contact details for the Financial Ombudsman Service are:

Telephone: 0800 023 4567
Email: [email protected]
Website: www.financial-ombudsman.org.uk

The Financial Ombudsman Service is free, however they must be contacted within six months of the date of the final response letter.  

The Financial Ombudsman Service will handle most complaints, but there may be some instances that fall outside of its authority. The Ombudsman’s decision is binding upon us, but complainants are free to reject it without affecting their legal rights.

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Haven Insurance, No.1 Grand Ocean Plaza, Ocean Village, Gibraltar

Email: [email protected]