COMPLAINTS PROCEDURE

Step 1 – Contact us to register a complaint

You can contact us via letter, email or telephone. Our contact details are as follows:

Complaints Manager
c/o WILLIS TOWERS WATSON MANAGEMENT (MALTA) LIMITED
Development House
St. Anne Street
Floriana,
Malta, FRN 9010

Telephone: 0800 912 1464
Email: complaints@buildingblockpcc.com

Please quote your policy number in any correspondence.

When we receive your complaint we will acknowledge receipt of your complaint. We will also provide you with the name and contact details of the person who will be investigating your complaint.

Step 2 – Investigation and final decision of the complaint

Once our investigation is complete we will send you a complaint decision which will detail the outcome of your complaint.

A complaint decision will be sent no later than fifteen Maltese working days from when you registered your complaint. In the unlikely event we have been unable to send you a complaint decision within fifteen Maltese working days from the date you registered your complaint, we will write to you and explain why we have been unable to reach a complaint decision and when you can expect to receive a complaint decision from us.

Step 3 – If you remain dissatisfied with the final decision

If You are not satisfied with the complaint decision issued by Building Block Insurance PCC Limited You have the right to refer Your complaint to the Financial Ombudsman Service and/or the Office for Arbiter for Financial Services. Full details are included in any complaint decision.

The Financial Ombudsman Service
Exchange Tower London
E14 9SR
Telephone: 0800 0234567 or 0300 1239123
Web: www.financial-ombudsman.org.uk

Office of the Arbiter for Financial Services
N/S in Regional Road, 
Msida,
MSD 1920,
Malta

Telephone: 00356 212 49245 (standard overseas call charges may apply)
Email: complaint.info@financialarbiter.org.mt
Website: www.financialarbiter.org.mt