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Allianz complaints procedure

We are proud of the service we provide to our customers and set ourselves high standards. If we do not meet your expectations, and you are dissatisfied in some way, then we would like to know. If you follow the steps outlined below, we will deal with your complaint as speedily as we are able.

Step one

Speak to the person at Yachtline or at your brokers handling your insurance. Our contact details are:

Yachtline
Mariners Wharf
8 Holyrood Street
London
SE1 2EL
United Kingdom
 
Email yachtline@yachtline.co.uk
Telephone +44 (0)20 7403 3884

It will help us deal with your complaint if you have your policy or claim number ready as a reference.

Step two

If the matter is not resolved to your satisfaction, please write to or telephone the Compliance Office at Yachtline Ltd using the contact details above. The Compliance Officer will acknowledge your complaint in writing, and will investigate it. We will normally provide an interim response to your complaint within two weeks. We will normally provide a final response to your complaint within four weeks.

Step three

If you are still not satisfied, you may refer the matter to the Financial Ombudsman Service. Contact details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
United Kingdom
 
Email complaint.info@financialombudsman.org.uk
Telephone + 44 (0)300 123 9123

(Please note that if you are a commercial customer with an annual turnover of £1m or more, a charity with an annual income of £1m or more or a trustee with a net asset value of £1m or more you may not be eligible for the Financial Ombudsman Service).