IF YOU’RE NOT SATISFIED:
At Utmost Worldwide, we strive to maintain high standards of customer care. Unfortunately, there may be circumstances where you feel that we have not delivered to these high standards.
Where you feel it necessary to make a complaint, we will aim to resolve your complaint as effectively and fairly as possible. Your custom is important to us and we want you to be entirely satisfied with the service that you receive from us.
If you wish to make a formal complaint, please see the steps below.
How to Make A Complaint
If you are not happy with our services, products or business conduct and have a complaint about the products or services provided by us, you may lodge a complaint by writing with full details of the complaint, relevant documents which may support your complaint, your full name, plan/policy number and how we may contact you (i.e. postal address, telephone number, e-mail address, etc.). Please provide us with notice of your complaint as soon as possible.
We prefer not to deal with verbal or anonymous complaints. However, you may call us or make your complaint in person if you have any difficulties that may prevent you from making a written complaint.
How We Will Handle Your Complaint
Information in relation to your complaint will be treated as confidential. We will send a written acknowledgement to you by either email or letter within two business days.
Following receipt of a complaint we will provide an interim response or update within fifteen business days in order to keep you informed of the progress of the complaint.
Within thirty days from the date of receipt of the complaint, we will aim to send you either a formal response or an explanation as to why we are not in a position to resolve the issue so far, with reasons for any delays and an indication of when we expect to be able to provide a final formal response.
If the final outcome of your complaint is not to your satisfaction, you can write to us to appeal the final outcome and we will respond to your appeal within fourteen business days.
Complaints of a complex nature may take longer than thirty days to resolve, and may require ongoing dialogue with you. Where we are unable to reach an agreed resolution to your complaint as a final outcome of the internal complaints handling process, you are entitled to refer the complaint to the Channel Islands Financial Ombudsman or the appropriate independent body in the jurisdiction of your servicing branch.
We maintain a Complaints Register to record and monitor the status and outcome of complaints.
How to Contact Us
Please address your complaint to Utmost Worldwide Limited for the attention of the Complaints Team. Contact details are as follows:
Utmost Worldwide Limited
St. Peter Port
T: +44 (0)1481 715800
E: [email protected]
Financial Ombudsman and Similar Services
In the event that you are not happy with our final response to you, it is possible to refer your complaint within Singapore to an independent dispute resolution organisation known as the Financial Industry Disputes Resolution Centre (FIDReC), if appropriate. FIDReC does not take on all types of complaints or disputes. Please contact FIDReC for more information.
36 Robinson Road #15-01
City House, Singapore 068877
If you are dissatisfied with the final decision of FIDReC, you are free to reject the decision and pursue your complaint through other recourse.
If you are not satisfied with the outcome of your complaint within Singapore, and your complaint relates to an act or omission on our part within the last six years, it is possible to refer your complaint to the Channel Islands Financial Ombudsman (CIFO). You may also inform the relevant insurance regulator directly of your complaint, including the Guernsey Financial Services Commission.
Utmost Worldwide Limited, Singapore Branch is registered in Singapore as a Branch of a Foreign Company, number T10FC0110K, licenced by the Monetary Authority of Singapore as a direct insurer to carry on life business in Singapore.
Utmost Worldwide Limited is incorporated in Guernsey under Company Registration No. 27151 and regulated in Guernsey as a Licensed Insurer by the Guernsey Financial Services Commission under the Insurance Business (Bailiwick of Guernsey) Law, 2002 (as amended).
Branch Registered Office: #06 -02, CapitaGreen, 138 Market Street, Singapore 048946.
Registered Head Office: Utmost House, Hirzel Street, St Peter Port, Guernsey, Channel Islands GY1 4PA.