We do our best to ensure that our customers are delighted with the service they receive from ACE. But, if a situation does arise in which you feel we have fallen short of that level of service, we want to hear from you and will do what we can to put things right.

Please include your Policy number in any communication, or have it available if you call, it will help us deal with the issue more efficiently. We will acknowledge your request within 5 working days and undertake to keep you informed of progress whilst we resolve the issue, if we cannot do so immediately.

First contact

You can contact ACE at the address:

The Customer Service Manager
Corporate Accident & Health,
ACE Service Centre
Ashdown House
125 High Street
Crawley
West Sussex
RH10 1DQ
Tel: 01293 725820
Fax: 01293 725845
e-mail: A&Hcustserv.complaints@ace-ina.com

Taking things further

Naturally, we hope the issue can be resolved to your satisfaction at the earliest stage possible. But, if you feel dissatisfied with the suggested resolution of the issue, please write to:

The Chief Executive and President of ACE European Group Limited
100 Leadenhall Street,
London
EC3A 3BP

If You are still not satisfied

You can ask the Financial Ombudsman Service to investigate your case. ACE will send You a leaflet explaining the procedure if you ask for one. 

The Financial Ombudsman Service
South Quay Plaza, 
183 Marsh Wall, 
London 
E14 9SR

Main Phone:- 020 7964 1000
New enquiries:- 0845 080 1800
Main fax:- 020 7964 1001
e-mail:- enquiries@financial-ombudsman.org.uk
Website:- www.financial-ombudsman.org.uk

When the Ombudsman makes a decision, he or she will write to you and ACE. You can accept or reject the decision. The Ombudsman may decide that ACE has to pay You up to £100,000. If You agree to this, ACE must pay you that amount. If you reject the Ombudsman's decision, you can do as you wish. Rejecting the decision does not affect your right to take legal action.

The Association of British Insurers

We are also members of the Association of British Insurers whom you can contact for advice.

The Association of British Insurers
51 Gresham Street
London
EC2V 7HQ

You must always refer to the policy wording for a full description of the terms and conditions of cover.