Complaints
How to raise a complaint.
If any part of our service falls short, we want to hear about it directly and put it right. This page sets out how to complain, what happens next, and where to go if you remain dissatisfied.
How to complain
Write to us at complaints@aquantisre.com, marking your message for the attention of the Complaints Officer, or by post to Aquantis Insurance Reinsurance Underwriting Agency and Subagency, Archiepiskopou Makariou III Avenue 155, Proteas House, 3026 Limassol, Cyprus. You may also telephone +357 96 448100 and ask to be put through to the Complaints Officer.
Complaints may be submitted in English or Greek, and there is no charge for making one.
What to include
So that we can deal with your complaint without going back and forth, please tell us your name and contact details, the policy, placement or reference number concerned, what went wrong and when, and what outcome you are looking for. Copies of any relevant correspondence are helpful.
What happens next
We acknowledge every complaint in writing within five business days of receiving it, confirming who is handling the matter.
We aim to give you a final written response within fifteen business days. Where the matter is complex and we need longer, we will tell you why and give you a date — and in any event we will issue our final response within eight weeks of receiving the complaint.
Our final response will explain our findings, the reasons for them, and any remedy we are offering.
If you remain dissatisfied
If you are not satisfied with our final response, or eight weeks pass without one, you may refer the matter to the Financial Ombudsman of the Republic of Cyprus, 13 Lord Byron Avenue, 1096 Nicosia, Cyprus — complaints@financialombudsman.gov.cy.
Referring a complaint to the Ombudsman does not affect your right to take legal action.
Records
We keep a register of all complaints together with the correspondence and the outcome, and we review it so that recurring problems are fixed at source rather than case by case.