Complaints Procedure
At Utmost Worldwide and Utmost International Isle of Man, 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.
If you’re not satisfied:
Where you feel it necessary to make a complaint, we will aim to resolve your complaint as effectively and fairly as possible. Your business 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.
Applicable to Utmost Worldwide Limited
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.
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.
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 for the attention of the Complaints Team. Contact details are as follows:
Utmost Worldwide Limited
Mail:
Utmost House
Hirzel Street
St. Peter Port
Guernsey
Channel Islands
GY1 4PA
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 Hong Kong to an independent dispute resolution organisation known as the Insurance Complaints Bureau (ICB), if appropriate. The ICB does not take on all types of complaints or disputes. In particular, if your complaint relates to the conduct of your insurance agent, you may instead refer your complaint to the Hong Kong Insurance Authority. The ICB was established on 16 January 2018, replacing the Insurance Claims Complaints Bureau (ICCB). Please contact the ICB for more information.
Mail:
ICB
29/F, Sunshine Plaza
353 Lockhart Road,
Wanchai, Hong Kong
T: +852 2520 2728
E: [email protected]
W: www.icb.org.hk
If you are dissatisfied with the final decision of the ICB, 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 Hong Kong, 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 is a registered Non-Hong-Kong Company under Registration Number F0002858, authorised to carry out Class C Linked long-term insurance business by the Insurance Authority of Hong Kong.
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).
Utmost Worldwide Limited Hong Kong Branch Registered Office: Unit 2402B, Great Eagle Centre, 23 Harbour Road, Wanchai, Hong Kong. Registered Head Office: Utmost House, Hirzel Street, St Peter Port, Guernsey, Channel Islands GY1 4PA.
Applicable to Utmost International Isle of Man Limited
How can I complain?
It’s simple to make a complaint to us in writing or over the phone. If you write to us, please mark it clearly as a complaint and if possible, provide the following information:
- Specific facts, policy number(s) and relevant documentation
- Proof of losses sustained with calculations (if relevant)
- The solution you require to resolve your complaint
Please include as much detail as you can about what happened which will enable us to understand your complaint and investigate it thoroughly. If you are happy for us to contact you by telephone, please also provide a contact number.
Where do I send my complaint to?
You can address your complaint to the complaints team using any of the following methods:
Email: [email protected]
Phone: + 44 (0) 1624 655555
Fax: + 44 (0) 1624 611715
Or write to us at:
Utmost International Isle of Man Limited
King Edward Bay House
King Edward Road
Onchan
Isle of Man
IM99 1NU
British Isles
What if I’m not satisfied with the outcome?
We will do everything we can to resolve your complaint but if you are not satisfied with our response, you can refer the matter to the Isle of Man Financial Services Ombudsman Scheme (FSOS).
The FSOS is an independent body that will consider your complaint impartially to reach a conclusion. There is more information about this service on the FSOS website.
You can write to the Ombudsman at the following address:
The Financial Services Ombudsman Scheme for the Isle of Man
Thie Slieau Whallian
Foxdale Road
St John’s
Isle of Man
IM4 3AS