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Listening to our clients
We want our clients to let us know what they think of our service. When we receive praise for a job well done or a suggestion that helps us improve our business processes, we communicate this feedback into our business improvement procedures.
The same is true when we fail to reach the standards expected of us by our clients. Complaints may be made orally or in writing and should be directed in the first instance to your usual FirstUnited Insurance Brokers contact. Clients will:
- within five business days of receipt receive an acknowledgement of the complaint and be given details of who will be handling the matter. If the complaint should more properly be redirected to another party we endeavour to identify that party and provide details.
- within 20 business days of receipt, receive a progress report, unless the matter has already been resolved, that will include the reasons why we need more time and when we expect to provide our final response.
- receive regular reports thereafter until the matter is resolved.
If we cannot resolve the complaint to our client’s satisfaction they may contact the Company Managing Director by mail at the company’s address or electronically at: insure@firstunited.com.mt |
