Service Standards

Moving Abroad Insurance is a division of SIB Ltd., which is authorised and regulated by the Financial Services Authority.

We aim to provide you with a high quality service. If you are dissatisfied in any way, then please write to or telephone the office which issued this Policy and we will do our best to resolve the problem.

If you are unhappy with the reply or explanation received, we ask that you contact our Compliance Manager, at the address shown above.

We will acknowledge your communication within 5 business days of receipt, letting you know who will be dealing with your problem and when you can expect a response. We will let you have a formal response within 20 business days. If that is not our final response, we will let you know the reason why and when you can expect to receive our final response.

ENTERPRISE INSURANCE COMPANY PLC

Address : 22- 24 Ragged Staff Wharf, Queensway Quay, Gibraltar.


In issuing this insurance, Moving Abroad Insurance &/or SIB Ltd., acts as agent for Enterprise Insurance Company plc.

If we cannot resolve any problem to your satisfaction, you may contact the Compliance Manager of Enterprise Insurance Company plc., who are regulated by the Financial Services Commission in Gibraltar (www.fsc.gi) and is licensed by the Commissioner of Insurance under the Insurance Company Ordinance to carry on insurance business in Gibraltar and other Member European States without having to seek a separate licence to do so.

FINANCIAL SERVICES AUTHORITY

25 The North Colonnade
Canary Wharf
London
E14 5HS

Tel: 020 7066 1000

The Financial Services Authority is an independent non-governmental body established to regulate the financial services industry, under statutory powers granted by the Financial Services and Markets Act 2000.

Further information about your rights as a policyholder and guidance about making complaints can be obtained by calling their helpline: 0845 606 1234, or from their website: www.moneymadeclear.fsa.gov.uk.

FINANCIAL OMBUDSMAN SERVICE

Where appropriate, we will also give you details of the independent arbitration scheme administered by the Financial Ombudsman Service.

However, the Financial Ombudsman Service will only consider referral of your complaint if you have given us the opportunity to resolve it and we have not, or if we do not resolve it within 40 working days (in which case you may contact them directly) and you are:

  • a private policyholder; or
  • a business with a group annual turnover of less than £1million; or
  • a charity with an annual income of less than £1million; or
  • a trust with a net asset value of less than £1million.