Complaints

As an insurance firm, we strive to provide a high standard of customer service, deliver good customer outcomes, and avoid foreseeable harm. However, we recognise that things may not always go as planned. When this happens, we are committed to resolving complaints promptly, fairly, and transparently. Making a complaint is free of charge.

You can file a complaint to HMCA Insurance Limited by email, post or telephone:

Email: info@hmcainsurance.gi
Post: HMCA Insurance Limited, 33/2 Cannon Lane, Gibraltar GX11 1AA
Telephone: +350 20061430

How your complaint will be dealt with

We will try to resolve your complaint as quickly as possible.
If we resolve your complaint by the close of the third business day after receiving it, we will send you a Summary Resolution Communication explaining the outcome.

If we cannot resolve your complaint within that period, we will acknowledge it in writing, investigate it and keep you informed of its progress.

Our response

Within eight weeks of receiving your complaint, we will send you either:

a Final Response explaining the outcome of our investigation; or
a written response explaining why we have not been able to conclude our investigation and when we expect to provide a Final Response.
If you remain dissatisfied with our final response, and your complaint falls within the jurisdiction of the UK Financial Ombudsman Service, you may have the right to refer the complaint to the Financial Ombudsman Service.
You may also be able to refer your complaint if you have not received a Final Response within eight weeks.
You will normally need to contact the Financial Ombudsman Service within six months of the date of our Final Response. The Financial Ombudsman Service is an independent service and is free of charge to consumers.

Website: https://www.financial-ombudsman.org.uk/
Email: complaint.info@financial-ombudsman.org.uk
Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567