Complaints Process

Select the location that applies to you.

H W Wood Limited trading as HWS Specialty and/or HWS strives to do everything to ensure our clients receive the best possible service.

If you are not satisfied with the level of service provided, we will endeavour to resolve this as quickly as possible.

If you consider that you have cause to complain, the following information will advise you:

How to make a complaint
The procedures we follow to ensure your complaint is dealt with promptly, fairly and effectively
What options are open to you if you are not satisfied with our response

How to make a Complaint to HWS Specialty in the UK

If you wish to complain, you may speak to your regular contact or by contacting us at:

H W Wood Limited
Compliance
1 Lloyd’s Avenue
London
EC3N 3DQ
United Kingdom
Email: compliance@hwint.com
Telephone: +44 (0)20 7398 9000

How to make a Complaint to HWS Specialty in Europe

If you wish to complain, you may speak to your regular contact or by contacting us at:

Compliance Department

HWI Europe
1 Lloyd’s Avenue
London
EC3N 3DQ
United Kingdom
Email: compliance@hwieurope.com

Our Complaints Handling Procedure

We aim to resolve your concerns on the spot or, if this is not possible, within three business days of receipt. If you are satisfied with our response, we will send you a confirmation.

If we can’t resolve your complaint straightaway, within five business days of receiving it, we will send you an acknowledgment and, where possible, fully resolve your complaint.

If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by the Financial Conduct Authority (FCA), such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances, we will provide you with the full contact details of the firm and, if the other firm is solely responsible, this will be our final response.

We will keep you regularly informed of our progress and the steps being taken to resolve your complaint. When we have investigated your complaint, we will send you a written response.

If our response is not issued within four weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we expect to be able to resolve it. You are welcome to contact us at any time to check the status of our investigation.

If after eight weeks, we have been unable to conclude your complaint, we will send you:

1) a resolution; or

2) a response which:

– explains that we are still not in a position to make a response;

– provides reasons for the further delays and tells you when we are likely to provide a response; and if appropriate

– provides details of referral rights to the Financial Ombudsman Service if you are dissatisfied with the delay.

If you are unhappy with our resolution to your complaint, you may be eligible to refer your complaint to Lloyd’s of London and/or the Financial Ombudsman Service.

Lloyd’s of London Policyholders

You may refer your complaint to the complaints team at Lloyd’s.

You can contact the Lloyd’s complaints team at:

Complaints Team
Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Kent ME4 4RN
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Details of the Lloyd’s complaints procedure are set out in the leaflet “Your Complaint – How We Can Help” available at the above web address. Submitting your complaint to the Lloyd’s complaints team will not affect your right to use the Financial Ombudsman Service (FOS) as outlined below, if eligible, should you not be satisfied with Lloyd’s response.

Financial Ombudsman Service (FOS)

You are eligible to refer a complaint to the Ombudsman if:

you are a private policyholder or natural person acting for purposes which are outside his trade, business, craft or profession; or

a micro-enterprise that employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2 million; or

a charity which has an annual income of less than £1 million at the time of the complainant refers the complaint; or

a trustee of a trust which has a net asset value of less than £1 million at the time of the complainant refers the complaint.

We will advise you of the time limits for making a referral to the Ombudsman and supply a copy of the FOS explanatory booklet with our final response.

You can contact the FOS at:

The Financial Ombudsman Service (FOS), Exchange Tower,
London
E14 9SR
Tel: 0800 0234 567
Email: complaint.info@financial-ombudsman.org.uk
Financial Ombudsman Service website: www.financial-ombudsman.org.uk/

Online Dispute Resolution

The European Commission has established an Online Dispute Resolution Platform (ODR Platform).

It is specifically designed to help customers resident in the European Union (EU) or in Norway, Iceland or Lichtenstein who have a complaint about goods or services bought online from traders established in the EU.

If you have a complaint about a product or service purchased online from us, you may submit your complaint in any of the official language of the EU by following the link: http://ec.europa.eu/odr.

France

Complaints

HWI France trading as HWS Specialty, HWS Specialty Europe and/or HWS strives to provide the best service possible. Please let us know if you are not satisfied with the level of service. If you think there is a reason for a complaint, please contact your regular contact or HWI France directly at:

HWI France
75 Boulevard Haussmann
75008 PARIS
France

Email: reclamation@hwifrance.com
Telephone: +33 (0)1 42 68 52 88

Australia

Complaints and Dispute Resolution Process

HWS Specialty Pty Ltd (HWS) are committed to meeting and exceeding our clients’ expectations whenever possible and would like to know if yourexpectations haven’t been met. You are entitled to make a complaint about any aspect of your relationship with HWS including the conduct of our agents and authorised representatives. The complaints process also applies to complaints regarding a declined claim, the value of a claim or financial hardship.

What is a complaint: A complaint is an expression of dissatisfaction made to or about us, related to our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected, or legally required.

A complaint also includes such expressions of dissatisfaction made about us on a social media channel or account owned or controlled by us, where the person making the complaint is both identifiable and contactable.

The complaints process described below does not apply to your complaint if HWS or the relevant insurer is able to resolve the complaint to your satisfaction by the end of the 5th business day after your complaint was received by HWS, or in the circumstances where we are unable to take any further action to reasonably address the complaint and we have explained the circumstances to you. The exemption to the complaints process does not apply to complaints regarding a declined claim, the value of a claim, financial hardship or in the circumstances where a written response is requested.

This policy complies with the General Insurance Code of Practice and any relevant Australian Securities and Investments Commission (ASIC) guidelines.

Vulnerability Support and Financial Hardship

Financial Hardship involves an inability of the customer to pay a debt, rather than an unwillingness to do so. Financial Hardship can arise from a variety of situations and can be either of limited duration or long term.

If we are informed that you are experiencing Financial Hardship, we are required to supply you with an application form for Financial Hardship assistance and contact details for the National Financial Counselling hotline 1800 007 007.

We will review any applications for Vulnerability Support and/or Financial Hardship in accordance with Part 9 (Supporting customers experiencing vulnerability) and Part 10 (Financial Hardship) of the General Insurance Code of Practice and any applicable guidelines.

Internal Dispute Resolution Process (IDR)

What to do if you have a complaint

Complaints may be referred to the Compliance Officer (Sara Ryman) by either email, telephone or mail:

E: servicefeedback@steadfastagencies.com.au

T: + 61 2 9307 6653

M: Service Feedback

PO Box A2016, Sydney South NSW 1235

To allow HWS to consider your complaint the following information needs to be provided (where available):

Name, address, email and telephone number of the policyholder;
Policy Number, claim number and product type;
Name and address of the insurance intermediary through whom the policy was obtained;
Reasons why you are dissatisfied and an explanation of the situation that led to the complaint; and
Copies of any supporting documentation you believe may assist HWS in addressing your complaint appropriately.

How HWS or the relevant insurer will handle your complaint

HWS or the relevant insurer aim to acknowledge receipt of your complaint by either telephone, email, social media channels or letter within 1 business day and advise the name and contact details of the employee assigned to liaise with you.

HWS or the relevant insurer will respond to your complaint in writing within 30 calendar days of first being notified of the complaint, provided HWS or the relevant insurer have all the necessary information and have completed any necessary investigations.

HWS or the relevant insurer will keep you informed of the progress no less than every 10 business days unless it is resolved earlier.

If HWS or the relevant insurer is unable respond within 30 calendar days, HWS or the relevant insurer will provide you with an Internal Dispute Resolution Delay Notification outlining the reasons for the delay and your right to complain to the Australian Financial Complaints Authority (AFCA) if you are dissatisfied.

External Dispute Resolution Process (EDR)

The Australian Financial Complaints Authority (AFCA)

If HWS or the relevant insurer’s response following the IDR process does not resolve your complaint to your satisfaction, or if HWS or the relevant insurer have not resolved your complaint within 30 calendar days of the date HWS first received your complaint, you can seek an external review via the insurer’s external dispute resolution scheme administered by AFCA. AFCA is for customers and third parties as allowed under its Rules.

There may be occasions when HWS or the relevant insurer determine that a complaint should be referred to AFCA for resolution. If this is the case your consent would be obtained before any referral is made to AFCA.

AFCA is an independent national scheme for consumers, free of charge and aimed at resolving disputes between the insured and their insurance intermediary/insurer. AFCA can advise you if your dispute falls within their Rules.

Determinations made by AFCA are binding on the intermediary/insurer, where relevant. If you would like to refer your dispute to AFCA, you must do so within 2 years of the final decision from IDR. AFCA may still consider a dispute lodged after this time if AFCA considers that exceptional circumstances apply.

Australian Financial Complaints Authority contact details are:

T: 1800 931 678

E: info@afca.org.au

M: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001

W: www.afca.org.au

Process

If you choose to lodge your dispute with AFCA, they will contact HWS and/or the insurer and ask for a response from both parties. Response times requested by AFCA vary depending on the situation.

If AFCA advises you that their Rules do not extend to you or your dispute, you can seek independent legal advice or access any other external dispute resolution options that may be available to you.

Australia (Lloyd’s)

Complaints and Dispute Resolution Process (Lloyd’s)

HWS Specialty Pty Ltd (ABN 21 165 322 485) (‘HWS’) is committed to meeting and exceeding our clients’ expectations whenever possible and would like to know if your expectations haven’t been met. You are entitled to make a complaint about any aspect of your relationship with HWS including the conduct of our agents. The complaints process also applies to complaints regarding a declined claim, the value of a claim or financial hardship.

What is a complaint?

A complaint is an expression of dissatisfaction made to or about us, related to our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected, or legally required.

The complaints process described below does not apply to your complaint if HWS or Lloyd’s Australia Limited (Lloyd’s) is able to resolve the complaint to your satisfaction by the end of the 5th business day after your complaint was received by HWS , or in the circumstances where we are unable to take any further action to reasonably address the complaint and we have explained the circumstances to you. The exemption to the complaints process does not apply to complaints regarding a declined claim, the value of a claim, financial hardship or in the circumstances where a written response is requested.

This policy complies with the General Insurance Code of Practice and any relevant Australian Securities and Investments Commission (ASIC) guidelines.

Vulnerability Support and Financial Hardship

For more information on the code visit www.codeofpractice.com.au

Internal Dispute Resolution Process (IDR)

What to do if you have a complaint

Complaints may be referred by either email, telephone or mail to our Complaints Officer (Sara Ryman):

E: servicefeedback@steadfastagencies.com.au

T: + 61 2 9307 6653

M: Service Feedback

PO Box A2016, Sydney South NSW 1235

To allow HWS to consider your complaint the following information needs to be provided (where available):

Name, address, email and telephone number of the policyholder;
Policy Number, claim number and product type;
Name and address of the insurance intermediary through whom the policy was obtained;
Reasons why you are dissatisfied and an explanation of the situation that led to the complaint; and
Copies of any supporting documentation you believe may assist HWS in addressing your complaint appropriately.

How HWS or Lloyd’s will initially handle your complaint

HWS or Lloyd’s aim to acknowledge receipt of your complaint by either phone, email, social media channels or letter within 1 business day and advise the name and contact details of the employee assigned to liaise with you.

HWS or Lloyd’s will respond to your complaint in writing within 30 calendar days of first being notified of the complaint, provided HWS or Lloyd’s have all the necessary information and have completed any necessary investigations.

HWS or Lloyd’s will keep you informed of the progress no less than every 10 business days unless it is resolved earlier.

If HWS or Lloyd’s is unable respond within 30 calendar days, HWS or Lloyd’s will provide you with an Internal Dispute Resolution Delay Notification outlining the reasons for the delay and your right to complain to the Australian Financial Complaints Authority (AFCA) if you are dissatisfied.

External Dispute Resolution Process (EDR)

If HWS or Lloyd’s response following the IDR process does not resolve your complaint to your satisfaction, or if HWS or Lloyd’s have not resolved your complaint within 30 calendar days of the date HWS or Lloyd’s first received your complaint, you can seek an external review at any time via Lloyd’s external dispute resolution scheme administered by the Australian Financial Complaints Authority (AFCA). AFCA is for customers and third parties as allowed under its Rules.

There may be occasions when HWS or Lloyd’s determine that a complaint should be referred to AFCA for resolution. If this is the case your consent would be obtained before any referral is made to AFCA.

AFCA is an independent national scheme for consumers, free of charge and aimed at resolving disputes between the insured and their insurance intermediary/insurer/Lloyd’s. AFCA can advise you if your dispute falls within their Rules.

Determinations made by AFCA are binding on the intermediary/insurer/Lloyd’s, where relevant. If you would like to refer your dispute to AFCA, you must do so within 2 years of the final decision from IDR. AFCA may still consider a dispute lodged after this time if AFCA considers that exceptional circumstances apply.

Australian Financial Complaints Authority contact details are:

T: 1800 931 678

E: info@afca.org.au

M: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001

W: www.afca.org.au

If you choose to lodge your dispute with AFCA, they will contact HWS and/or Lloyd’s and ask for a response from both parties. Response times requested by AFCA vary depending on the situation.

If AFCA advises you that their Rules do not extend to you or your dispute, you can seek independent legal advice or access any other external dispute resolution options that may be available to you. If your complaint is not eligible for AFCA, it may be eligible for referral to the Financial Ombudsman Service Ltd (UK). Any referral must occur within 6 months of the final decision from IDR.

The Financial Ombudsman Service Ltd (UK) contact details are:

T: 0300 123 9 123 or 0800 023 4 567

E: complaint.info@financial-ombudsman.org.uk

M: Financial Ombudsman Service Exchange Tower, London E14 9SR

W: www.financial-ombudsman.org.uk

Complaints Process