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Make a Complaint

Your right to complain


Although we endeavour to meet our customers’ expectations at all times, we understand that from time to time complaints may arise. Our aim is to resolve any complaints that we receive both fairly and promptly.

If you have a complaint or concern then you should in the first instance contact the person who introduced this policy to you. This would normally be your broker.

If you are not satisfied with the response you receive, or if the broker recommends that you contact us directly then you can contact our Complaint Officer or Finance Director named below. These Senior Officials are empowered to investigate any form of complaint from any Customer.

Daniel Barrett
E-mail: Daniel.Barrett@synergyinsurance.co.uk
Tel. 020 7264 5078 Direct dial

Or if the complaint involves a claim you may also contact:

Graham Ward
E-mail: Graham.Ward@synergyinsurance.co.uk
Tel. 020 7264 5056 Direct dial

We operate a formal complaints policy, the details of which will be provided to you when you notify us of a complaint. They are also available upon request or via a PDF download from our web-site Synergy Insurance Complaints management policy.pdf  If you remain dissatisfied with the response from our Complaint Officer or Head of Claims, or consider the resolution process that we have outlined to you to be unsatisfactory then you may contact the insurance company directly:-

Astrid Jennings
Compliance Officer
International Insurance Company of Hannover Limited
L’Avenir
Opladen Way
Bracknell
RG12 0PE
E-mail: Astrid.Jennings@inter-hannover.com
Tel: 01344 397600
Fax: 01344 397601

If, even after this stage, you remain dissatisfied with the response or the arrangements to redress your complaint then you may be eligible to take your complaint to an independent complaints scheme or take your case to court.

All complaints we receive are recorded by us and we provide a summary of all eligible complaints to the Financial Services Authority .These statistics are also used by us to improve our products and services.