Balens Europe BV is an ethical company and customer satisfaction is a cornerstone of our business. We always aim to get things right first time and we are committed to ensuring that we achieve the highest level of service for our customers.
If you feel this hasn’t happened, we would like to hear about it so that we have an opportunity to put things right for you and to improve our service in the future. Your complaint will be reviewed promptly and fairly by an independent party to the complaint itself.
How to complain
If you wish to raise a complaint you can contact us by telephone, email or in writing. Details can be found in your policy documentation or by emailing [email protected] or calling (+ 353) 016 567 7000.
To help us investigate and resolve your complaint, please provide the following:
- Your policy number
- Details of your complaint
- Your contact details and your preferred method of contact – these will help us should we need to discuss your complaint or require further information.
Our complaints process
We will promptly acknowledge your complaint and we will try to resolve your complaint immediately. If this is not possible, we will write to you within 5 days informing you whether further investigation is necessary.
In the event that your complaint has not been resolved within 4 weeks of its receipt, we will contact you again and provide an update; the reasons why and the further action we will take.
If following our investigation and response to you, you are not satisfied with the outcome or we do not complete our investigation within 40 (forty) days, you can refer your complaint to the Financial Services and Pensions Ombudsman (FSPO).
Financial Services and Pensions Ombudsman’s Bureau
3rd Floor, Lincoln House,
Lincoln Place,
Dublin 2
DO2 VH29,
Republic of Ireland
(+ 353 (0)1 6 567 7000).
You may also refer to the EU Online Dispute Resolution Platform www.webgate.ec.europa.eu/odr.
Lloyds
If your policy is underwritten by a Lloyds Syndicate, it may be possible for you to refer the matter to the complaints team at Lloyds.
Please refer to Balens for guidance.
Lloyds’ address is;
Complaints Team,
1 Lime Street,
London
EC3M 7HA,
Telephone 020 7327 5693 or [email protected]