Complaints

Historically, complaint handling process and philosophies have been subject to agreement between GABR and its' clients. External regulation of General Insurance by the FSA now imposes a set of rules around complaints. Correct complaint handling is viewed as crucial by the FSA. These rules have recently been revised and in line with the FSA's "Treating Customers Fairly" (TCF) initiative, has been re-styled as "Treating Complainants Fairly".

The FSA rules set out who is eligible to complain about what and the procedures including timelines for response and resolution. For those wishing to study these in detail, they can be accessed online at: - http://fsahandbook.info/FSA/html/handbook/DISP

GABR has considered very carefully all the options around complaints and has concluded the chances of sustaining financial loss, operational difficulty and/or reputational damage by excluding certain complaints from the process is unacceptable. Accordingly, all complaints will go through a support process.