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.

 

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.

How to Submit a Complaint

We appreciate honest feedback and want to understand any experiences with us that did not meet your needs or expectations. Should you be dissatisfied with any aspect of our service you can contact us using any of the channels below.

Complaints Handling

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

What to expect when you submit 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.

We may contact you at any time by telephone or email to ask questions that will help our investigation.



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