Complaints

Submit a Complaint

Genesis is committed to providing you with a professional and efficient service. However if we do not deliver to these high standards of service, or if we make a mistake, we want to know. We will investigate your complaint and try to resolve the issue as quickly as possible.

You can contact us in one of the following ways:

By telephone – 01702 209520
Or you can write to us at:
Customer Relations
Genesis Risk Solutions Limited
2nd Floor Suite, The Maltings
Locks Hill
Rochford
Essex
SS4 1BB

To help us resolve your concerns as efficiently as possible, we ask that you provide us with as much information as possible, including:

Your full name, company name (if applicable) address and contact details
The details of your complaint
Any relevant reference number – including policy or claims numbers. These can be found on your insurance documentation
The type of insurance that your complaint relates to
If we can’t resolve your complaint to your satisfaction straight away, we will let you know how long we think it will take.

Alternatively, should you remain dissatisfied with Genesis’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The FOS’s contact details are as follows:

By telephone – 0845 080 1800
By email at [email protected]

In writing at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9 123

We will advise you in our final response if we believe that you are eligible to refer your complaint to the FOS.

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