Complaints Process

Complaints Handling Process

Once we have received your complaint, we undertake to try to acknowledge and resolve it within 14 days and provide a written answer to confirm this. In the case that we have not been able to resolve your complaint within that period of time, we will write to you providing an explanation for the delay and an estimate on when we expect to be able to respond fully to your complaint.

If you're not happy with the decision

If you feel that we have not been able to resolve the matter to your satisfaction, you may have the right (subject to eligibility) to complain to the National Board for Consumer Complaints (Allmänna reklamationsnämnden)

Allmänna reklamationsnämnden (ARN):
E-mail:  arn@arn.se
Tel: +46 (0)8 508 860 00

Box 174
101 23 Stockholm

Sweden

www.arn.se 

Whether or not you make a complaint to us and/or refer your complaint to the National Board for Consumer Complaints, your statutory right to take legal action will not be affected. The competent court is the Swedish general courts.

Complaints Handling Contact Details - Nordic EEA Desk

Please refer all complaints relating to the Nordic EEA Desk to the following email address, telephone number or postal address:

EEA Desk Complaints Manager

Mölndalsvägen
22
412 63 Göteborg

Sweden

Business Type Switchboard Number Trading Names of Nordic Email
Retail +46 844 686 478 Gallagher eu.complaints.gallagher@ajgeurope.eu
Intasure eu.complaints.intasure@intasure.eu
Sunseeker Shield eu.complaints.gallagher@ajgeurope.eu
Specialty +46 844 686 479 Gallagher European Risk Services Gallagher.complaints@ajg.com
Alesco Europe complaints@alescorms.com
Aerospace +46 844 686 477 Gallagher Gallagher.complaints@ajg.com
MGA Underwriting +46 844 686 480 Pen Underwriting pencomplaints@penunderwriting.com
Ptarmigan Underwriting macrocyber@penunderwriting.com
Risk Management Partners Europe eu.complaints.rmpartners@rmpartners.eu
Manchester Underwriting Management pencomplaints@penunderwriting.com
Vessel Protect Europe pencomplaints@penunderwriting.com
Trafalgar Marine Trades Europe pencomplaints@penunderwriting.com
BMM Ports & Terminals Europe pencomplaints@penunderwriting.com
Fortify Marine Europe pencomplaints@penunderwriting.com
Freeboard Maritime Europe pencomplaints@penunderwriting.com
Reinsurance +46 844 686 481 Gallagher Re Complaints@GallagherRe.com
Alesco DA Europe Complaints@GallagherRe.com

Other advice

If you'd like to discuss your case with an independent third party, you may find additional help and guidance through https://www.konsumenternas.se/om-oss/bank-och-finansbyran, https://www.konsumenternas.se/om-oss/forsakringsbyran for insurance related issues and/or https://www.konsumentverket.se the relevant municipal consumer guidance organisation.

If you have purchased the service online

The European Commission has established an Online Dispute Resolution Platform (ODR Platform) http://ec.europa.eu/consumers/odr that is specifically designed to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU and subsequently has a problem with that online purchase. The ODR platform will refer your complaint to the appropriate country adjudication service.