Making a complaint
We are committed to providing the highest standards of service to all our customers. We hope that we meet your expectations every time, but in the unlikely event that you feel dissatisifed with the service you received we would like to hear about it. This will give us an opportunity to resolve your issue as quickly and as efficiently as possible.
It's only by letting us know when you are unhappy with us that we are able to continually improve our services to you in the future.
We have provied a number of methods for you to register your complaint or you can simply send a letter to the address below.
How to contact us:
If you get in contact with us in a written form, we will contact you within 5 days to confirm that we are looking into your complaint and when you can expect to hear back from us.
At the same time you’ll also get from us a feedback reference number, so we can always find your information quickly when you contact us.
We’ll keep you regularly updated to what is happening with your request.
If we have not provided you with a full written response within 40 business days, we will inform you of the progress of our investigations and give you an estimate of when we expect to provide you with a full written response.
At any time during our investigation we may request additional information in relation to your complaint.
Our final response will be in a written form and will outline what we found, what we plan to do as a result and why we made the decision.
Should you have any concerns arising during the procedure or you are dissatisfied with how your complaint is being dealt with, you may contact:
Legal & Compliance
Euler Hermes UK
1 Canada Square
London E14 5DX
Tel: +44 (0) 20 7860 2540
If your complaint is not resolved to your satisfaction by the above process, and your business has a group annual turnover of less than 2 million Euros (or equivalent in GBP (£) at the time of your complaint) and fewer than 10 employees, you may refer your complaint to:
The Financial Services Ombudsman Service (FOS)
London E14 9SR