If you're not happy, we want to hear about it! Perhaps you don’t always laugh at our jokes but, if you’re not smiling about our service, email us at firstname.lastname@example.org or write to us at:Blue Button Legal Indemnities Limited Hubbard Way 2 Civic Drive Ipswich Suffolk IP1 2QA
Everything we can! We’ll bend over backwards (well, maybe not literally) to get your complaint sorted within three full working days. If we can’t, we’ll send you a written acknowledgement, and refer the details to the Complaints Manager at Liberty Legal Indemnities They’ll be looking to resolve your complaint within 14 days, but if it proves impossible because the complaint is complex, they’ll give you an update at this point, and aim to provide you with a written response no longer than 8 weeks after they first received your complaint.
If you're not happy with this response, or you haven't received it within the 8 week period, it's time to call in the Big Boys (Financial Ombudsman Service to their friends). We'll send you more details if this happens.
Because Liberty Mutual Insurance Europe SE is registered as a Luxembourg insurance company, you are also entitled to refer the dispute to any of the following dispute resolution bodies instead of referring to the Financial Ombudsman Service: Commissariat aux Assurances (www.caa.lu), Service National du Médiateur de la consummation (www.mediateurconsommation.lu) or Médiateur en Assurances (www.ulc.lu/fr). Again more details will be provided during the complaints process.
You can also raise a complaint about a product or service purchased online within the European Union to the Online Dispute Resolution (ODR) platform. Details of how you can do this can be found on their website.
Don’t forget to quote the policy number from the policy schedule in any complaints.