Complaints

You can contact us at:

Chubb Complaints Team

The Sentinel Building

103 Waterloo Street

Glasgow

G2 7BW

Telephone: 0800 519 8026
Email: customerrelations@chubb.com

In order to resolve your complaint, it would be helpful to us if you could:

• set out the details of your complaint, and how you would like us to resolve it;

• provide your policy number and if applicable, the claim number;

• let us know if you want us to call you or if you would prefer we respond by post or email.

We aim to respond to all complaints within 5 working days and we may be required to issue a final response to you in writing. Complex cases may take longer to resolve, but we will keep you updated with progress.
In the event we are unable to resolve your complaint with us and we have issued you with our final response, you may be able to approach the Financial Ombudsman Service.

Note: Lloyd's policyholders should refer to information on Lloyd's below.

The contact details for the Financial Ombudsman Service are:

The Financial Ombudsman Service

Exchange Tower

London E14 9SR

Telephone numbers (Calls within the UK):

0800 023 4567 (calls to this number are free from mobile phones and landlines)

0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)

Calls from outside the UK:

If you are calling from abroad, call +44 20 7964 0500

complaint.info@financial-ombudsman.org.uk

www.financial-ombudsman.org.uk

There is no cost to you for using this service.

For Lloyd’s policyholders

If your policy is underwritten at Lloyd’s by Chubb Underwriting Agencies Ltd Syndicate 2488, we follow the process for responding to complaints which has been put in place by Lloyd’s. In the event that you remain dissatisfied with our response to your complaint, it may be possible in certain circumstances for you to refer the matter to the Complaints team at Lloyd’s.

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint - How We Can Help” available at www.lloyds.com/complaints and are also available from the above address. If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service at the contact details above.

Their address is:

Complaints
Lloyd’s
One Lime Street
London EC3M 7HA
telephone: 020 7327 5693
fax: 020 7327 5225

complaints@lloyds.com

www.lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint - How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service at the contact details above.

At Chubb we pride ourselves on the service that we give to our customers. However, sometimes things don’t always go as well as they could. This offers us an opportunity to put matters right and allows customers to provide direct feedback about our products and services.

The information presented below relates to Chubb European Group SE (UK Branch) and eligible complainants in the UK.

Period covered in this report: 1st July to 31st December 2024

Brands/trading names covered: Chubb, Chubb Europe, Chubb European Group, Chubb Global Markets and Combined Insurance.