EIFlow aims to provide its customers with a high standard of service at all times.  However, we also understand that sometimes things do go wrong, which is why we have a robust complaints process in place to ensure that any issues which do arise are dealt with efficiently and fairly.

How to make a complaint
Should you wish to raise a complaint with EIFlow you can do so by using the form on the Contact page of this website.
Alternatively, you can write to us at Customer Relations Team, EIFlow Insurance Limited, C/o Quest Group, 52-54 Gracechurch Street, London, EC3V 0EH.
You can also call us on 0800 048 5372, calls from the UK are free on mobile phones and landlines.
Please remember to include your policy reference, as well as the type of policy you hold, in all correspondence to allow us to locate your policy quickly.

Our process
EIFlow adheres to complaint handling rules set by the Financial Conduct Authority which means that we will:

• Acknowledge your complaint promptly, and within five working days of receipt;
• Carry out a full, independent review of your complaint;
• Provide you with a full written response to your complaint in a timely manner, and within 8 weeks of receipt wherever possible;
• Provide you with the right to escalate your complaint to the Financial Ombudsman Service if you remain dissatisfied with our response to your complaint, or if we are unable to respond to your complaint within 8 weeks of receipt.

Financial Ombudsman Service
In the event that you are unhappy with our response to your complaint, or if you have not received a response from us within 8 weeks of the date your complaint was first raised, then you may be able to refer your complaint to the Financial Ombudsman Service (“FOS”).
FOS is free and impartial, but if you wish to escalate your complaint to FOS you must ensure that you contact them within 6 months of receiving our final response to your complaint.
Further details about the type of complaints that the ombudsman can help with can be found on their website at www.financial-ombudsman.org.uk
Should you wish to contact FOS, you can do so by writing to them at Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR.
Alternatively, you can telephone them on 0800 023 4567, calls to this number are free on mobile phones and landlines.