Pet Insurance

Complaints procedure

We are committed to providing you with an exceptional level of service and customer care. We realise, however, that things can go wrong and there may be occasions when you feel that we have not provided the service you expect. When this happens we want to hear about it so that we can try to put things right.

When you contact us

Please give us your name and a contact number. Please quote your policy and/or claim number and the type of policy you hold. Please explain clearly and concisely the reason for your complaint.

Step One - Initiating your complaint

You should first write to:

The Quality Manager
MRL Pet Insurance
The Connect Centre
Kingston Crescent
Portsmouth
Hants
PO2 8QL

We expect that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied, you can take the issue further.

Step Two - Contacting Fortis Head Office

If your complaint is one of the few that cannot be resolved by this stage write to the Customer Service Advisor who will arrange for an investigation on behalf of the Chief Executive.

Customer Service Adviser
Fortis Insurance Limited
Fortis House
Tollgate
Eastleigh
Hants
SO53 3YA

Step Three - Beyond Fortis

If we have given our final response and you are still dissatisfied, you may refer the matter to the Financial Ombudsman Service (FOS) at the following address:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800, or fax: (020) 7964 1001.

The Financial Ombudsman Service is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after we have provided you with written confirmation that our internal complaints procedure has been exhausted. Referral to the Financial Ombudsman does not affect your right to take legal action against Fortis Insurance.

Please quote your policy number in any communication.

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