Making an inspection service complaint - our commitment to you
We are committed to the highest standard of customer care and aim to achieve fair treatment at all times. We place great importance on customer feedback and will listen carefully to your views. We pay particular attention to customer complaints, as this can help us to identify improvements to our products and services.
How to contact us
If you think we have not delivered on our service commitment, we want to hear about it. There are a number of ways that you can contact us:
Complete our inspection service complaints form: click here
Email us: firstname.lastname@example.org
Write to us:
HSB Engineering Insurance
50 Brown Street
UK: +44 (0)330 100 3433
(Calls to this number are charged at the same standard landline rate as calls to 01 or 02 numbers.)
ROI: +1 800 656 023
(Calls to this number are free from a landline or mobile when dialling from Ireland)
What you need to tell us when you contact us
- Your name and contact details
- Your contract details
- Details about your problem or complaint
- What you want us to do to put things right
Once you've told us about your complaint, we'll:
- Pass it to a case officer, who will contact you
- Acknowledge receipt of your complaint within five working days
- Try to resolve your complaint as soon as possible
For more complex issues, it's likely that we will need longer to look into what's happened and we may ask you for further information to help us reach a decision.
If you’re not satisfied with our response to your complaint
If you’re not satisfied with our response or feel we haven’t considered all the issues, we’re happy to review any further information you provide.
If, after eight weeks, we have not resolved your complaint and provided a final response, or you are not satisfied with our final response, you may have the right to appeal which will be reviewed by our Chief Engineer.
Christmas 2019 opening hours
Please note: our offices will be closed from the afternoon of Tuesday 24 December to Friday 27 December. Our offices will reopen on Monday 30 December.