The procedure to follow when submitting a complaint is as follows:
Brandenburg Marine recognises that every client (herein after referred to as the ‘Complainant’) has a right to complain. Our complaints handling process affords you the opportunity to do so. Your feedback is valued as it allows us to continuously improve our service and processes, and affords us the opportunity to change bad experiences into positive ones.
How to complain to Brandenburg Marine
Your complaint must be in writing or telephonically conducted with an official of Brandenburg Marine.
Accepted written formats are:
Brandenburg Marine require the following provisions from the Complainant:
· Name and Address Details, Policy Number and Claim Number of the insured.
· Be specific about the complaint and provide all the important facts (including events) that may have a bearing on the complaint.
· Provide copies of all documents that have relevance to the complaint (i.e. letters, quotations, previous correspondence etc.)
Our Complaint Process
All complaints will be acknowledged in writing and sent to you either via post, e-mail or fax, depending on the communication method chosen by yourself.
Once the complaint has been received, it will be allocated to the appropriate area for resolution. A letter of acknowledgement for the receipt of the complaint will be despatched within two (2) business days. Please note that as delivery of e-mails to Brandenburg Marine cannot be guaranteed, should no acknowledgement of a complaint submitted be received within three (3) business days, kindly contact Brandenburg Marine directly in order that we may follow up on the matter.
Where a complaint cannot be addressed within fifteen (15) business days of receipt thereof, Brandenburg Marine will inform you accordingly.
You will be notified of the outcome of your complaint. If the outcome of the complaint is not favourable to yourself, full written reasons will be provided within six (6) weeks of receipt of your complaint.
If within six weeks of receipt of your complaint Brandenburg Marine has been unable to resolve the complaint to the satisfaction of yourself, and if you wish to pursue the matter further, your complaint may be lodged with the Financial Ombudsman.
The contact details for the Ombudsman for the Republic of Cyprus are as follows:
13 Lordos Vyronos Avenue,
Tel. +357 22848900
Telefax: + 357 22660584 or 22660118