Casper Specialty  UK Limited Complaints Process

At Casper, we are committed to providing a quality and professional service, and to act with honesty, integrity and transparency. However we understand that there may be times when you may feel we do not meet your expectations, and we want to know about these immediately, so any issues can be resolved quickly.

The way in which we handle and resolve complaints is consistent with the high levels of service we aim to give all our clients. It is our policy to ensure that all valid complaints are settled fairly, consistently and promptly.

Responsibility

Overall responsibility for this policy is assigned to Ben Speers (Director) who will be made aware of all complaints received by Casper and will ensure that the correct procedures are followed.

Definitions

For the purposes of this policy we use the following definition of a complaint, which is “any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of a person about the provision of, or failure to provide, a financial service”.

How to make a complaint

In the event that you wish to make a complaint, you may lodge it in any format (face-to-face, telephone, letter, fax or e- mail). However, we would ask that, in the first instance, you address your complaint to your Account Handler at:

Casper Specialty UK Limited

70 St Mary Axe,

London,

EC3A 8BE.

Tel: + 44 20 7031 2100

Email: Complaints@Casper-specialty.com

What happens when Casper receives your complaint?

1. Your complaint will be assessed to determine if it can be resolved to your satisfaction by the recipient within three business days.
2. Where they do not believe this will be possible it will be escalated internally to a suitably skilled and experienced independent Complaint They will manage your complaint until it is resolved.
3. We aim to resolve all complaints at the earliest possible opportunity will and give you an indication of when you can expect a final response from us as soon as we are able to do so.
4. In order to fully understand the nature of the complaint and how it occurred, we will review all relevant documentation and materials, and speak to the Casper personnel involved in the issue, and you, if appropriate.

You will be informed of delays that may affect our ability to resolve the complaint in a timely fashion or to your satisfaction.

Complainants’ referral rights

In the unlikely event that we are unable to resolve your complaint to your satisfaction, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS) and must do so within six months of our final response being sent.

Further details on the FOS can be found on its website at www.financial-ombudsman.org.uk. Alternatively, it can be contacted at:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel: +44 800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

If you are a consumer based in the EEA and your complaint has not been resolved to your satisfaction, you may be entitled to refer your complaint to the Ombudsman for Insurances (www.ombudsman.as):

Ombudsman van de Verzekeringen de Meeûsplantsoen 35

1000 Brussels

Tel: +32 (0)2 547 58 71

Email: info@ombudsman.as

If in placing your policy, Casper has acted as a Lloyd’s Coverholder, you may also be entitled to refer your complaint to Lloyd’s. Details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints and its Complaints team can be contacted at:

Lloyd’s Complaints

Fidentia House

Walter Burke Way Chatham Maritime Chatham

Kent ME4 4RN

Tel: +44 20 7327 5693

Email: complaints@lloyds.com

Where Casper has acted as a Coverholder of Lloyd’s Europe, you may be entitled to refer your complaint to Lloyd’s Europe. Details of their complaints procedures are available at https://lloydseurope.com/complaints/ and its Complaints team can be contacted at:

Lloyd’s Brussels

Service Manager, Complaints team Lloyd’s Insurance Company S.A. Bastion Tower

Marsveldplein 5

1050 Brussels

Tel: +32 (0)2 227 39 40

Email: lloydsbrussels.complaints@lloyds.com

Version 1.0 17 February 2023