Our commitment to you – resolution of complaints

We are committed to providing you with a high-quality service and we want to make sure that we maintain this at all times. If you feel that we have not provided a first-class service and your complaint relates to the terms and/or conditions of your motor insurance policy or to a claim under your policy, please write to us at the following address, quoting the policy number shown in your policy schedule:

The Chief Executive Officer
Premier Insurance Company Limited
First Floor, Majestic Ocean Plaza
Ocean Village

We will either acknowledge your complaint within three working days of receipt, or offer you our final response if we have concluded our investigations within this period.

If we acknowledge your complaint, we will advise you who is dealing with it and when we expect to respond. We aim to respond fully within eight weeks. However, if we are unable to provide a final response within this period we will write to you before this time and advise why we have not been able to offer a final response and how long we expect our investigations to take.

If you remain unhappy with our final response, or we have not managed to provide a final response within eight weeks of your complaint, you may refer your complaint to the Financial Ombudsman Service (FOS) for help and advice.

There are several ways you can contact the Financial Ombudsman Service:

0800 023 4567 or 0300 123 9123

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The Financial Ombudsman Service
Exchange Tower
E14 9SR

Please always quote your motor insurance policy number as it will help us to deal with your enquiry or complaint promptly.

Contacting the Financial Ombudsman Service will not affect your right to take legal action against us.

Premier Insurance Company Limited, registered in Gibraltar with company number 100875, is authorised by the Gibraltar Financial Services Commission and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority.

Premier Insurance Company Limited
Registered office and business address:
First Floor, Majestic Ocean Plaza, Ocean Village, Gibraltar.

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