What to do if you have a complaint.
We welcome your feedback
Coface in the UK are committed to providing a high standard of service to you and all of our customers. Occasionally, you may feel that we could do better. If this happens, we want to hear from you.
Letting us know if you are unhappy with the service you experience from us, or from one of our business partners relating to our services, gives us the opportunity to put matters right for you and to improve our future service for everybody.
Our staff are the best placed to receive your complaint, working with you to resolve it. You can share your concerns with them in person, by phone, by letter or e-mail.
Alternatively you can contact our Service Centre at:-
Freepost RLUG-XSJE-GGRX
Coface UK
Egale 1
Watford
Hertfordshire
WD17 1RP
Telephone: +44 (0) 1923 478100
E-mail: your_feedback@cofaceuk.com
What you need to provide
To help us investigate and resolve your complaint as quickly as possible, please provide the following information:-
- Your name, company name and company address
- Your policy/contract number
- Your telephone number
- A clear description of your concern or complaint
- Copies of any relevant documentation, such as letters or policies
How will we respond?
We will do our best to resolve your complaint immediately.
Our first step is to understand and investigate the problem.
We will send a written acknowledgement of your complaint within 5 working days along with details of who is handling your complaint.
If your complaint takes a little longer to investigate, we will keep you informed of progress.
We aim to resolve your complaint within 4 weeks. If we are unable to do so, we will write explaining what is happening and let you know when we expect to do so.
After eight weeks we will send you a final response or a further progress report on our investigations.
If you are still not satisfied...
Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction. If, for whatever reason, you are unhappy with the response you receive from us please get in touch directly with the person or department who handled your complaint. They will then agree with you what the next steps are.
If you are still dissatisfied, you can request a review from the Financial Ombudsman Service to review unresolved complaints from:
- Personal customers, or
- Business customers with a turnover of under £1m per annum.
We can let you know if you are eligible to refer your complaint to the Financial Ombudsman Service directly at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Finally...
We do value your feedback. Please help us to get it right every time.
Coface UK is authorised in France by the 'l'Autorité de Contrôle des Assurances et des Mutuelles' (ACAM) and regulated by the Financial Services Authority for the conduct of UK business.
Coface UK is a branch of the French company Compagnie Française d’Assurance pour le Commerce Extérieur (Coface) Société Anonyme. RCS Nanterre B 552069791 00481 - NAF 660 E. Coface is registered in England and Wales number BR001974/FC017117 at 15 Appold Street London EC2A 2DL, United Kingdom.
Coface UK Services Limited is registered in England and Wales number 3946800 at 15 Appold Street, London EC2A 2DL, United Kingdom.
Coface Receivables Finance Limited is registered in England and Wales number 4933860 at 15 Appold Street, London EC2A 2DL, United Kingdom.
VAT number GB 626 8895 84.
