We want to hear from you

Your experiences and opinions are important to us. Our aim is to understand your needs, meet your expectations and improve our services.

Get in touch

 

Let us know if we’ve done well or if you just want to give some general feedback. We’ll be glad to learn how we can improve. And, it really helps to know if a member of our team has done their job and met your expectations.

When things go wrong…

We appreciate honest feedback and want to understand any experiences with us that did not meet your needs or expectations. 

To make sure we can help, please give us as much information as you can if you have received poor or unsatisfactory service. We’ll explain our actions and decisions as fully as possible and work with you to find an appropriate solution.

If you are a:

 

UK policyholder, >> click here <<
to see Euler Hermes UK complaints procedure

 

Irish policyholder, >> click here <<
to see Euler Hermes Ireland complaints procedure

Making a complaint

We’re committed to providing the highest standards of service to all our customers. If your experience has not met your needs or expectations we want to hear about it. 

When you get in touch with us we promise to:

  • Listen to your point of view and the reason why you have contacted us.
  • Study the information you provide and understand your experience.
  •  Review our actions and ensure our own processes have been followed and our standards have been met.
  •  Provide a timely and clear response to you with progress updates where appropriate.
  •  If relevant to your situation, offer a resolution consistent with our trading terms.
  • Discuss that offer with you and agree next steps.

All feedback is reviewed as part of our service improvement activity.  Any contact you make will be valuable to all our customers. We may get in touch with you at any time by telephone or email to ask questions that will help our investigation. No commitments will be made during those contacts. When we make our full response to you it will be in a letter or document so that you have a hard copy for your records.

Our complaint service standards

Within five days of your contact we will:

  • Acknowledge your complaint.
  • Tell you what will happen next and how long it will take.
  • Give you a feedback reference number for your case.

Please use the feedback reference number whenever you get in touch with us so that we can keep track of all documents and contacts.

Initiate an investigation as quickly as possible:

  • Using information you have provided and accessing our own records.
  • We may ask you for more information at any time to help us understand your situation and prepare our response.

Within 40 business days we will: 

  • give you a full response; or
  • report the progress of our investigations and when we expect to respond to you. 

When the investigation is completed we will send a written response that:

  • Confirms the facts based on your submission and our investigation.
  • Clearly explains the decisions we have made and the reasons behind them.
  • Describes what action we propose to take, where appropriate. 

Leave feedback or make a complaint to us

Complaints form



Please note that in order to resolve your complaint, we may need to process personal data that you supply to us in connection with this issue. For information relating to our data processing activities and your rights and our obligations under the GDPR, please refer to our Privacy Notice at:

 

www.eulerhermes.co.uk/privacy-notice.html