| Complaints
Procedure
Keystone aims to provide a first-class service at all times. If you are not satisfied by our service, we would like to hear about it in order for us to put things right.You may make a complaint by following the steps listed below. We will aim to deal with your complaint quickly and courteously.
Against Keystone (the intermediary) who sold you the policy
If you wish to make a complaint about any of the following:
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Sale of this insurance policy,
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Information or advice provided during the sales process,
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Terms and conditions of the policy,
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General administration of your policy including claims,
Step 1: The majority of complaints are seen to and resolved quickly and promptly by the person who dealt with the matter which you are concerned about. In case they are unable to help you, you may approach the manager or senior person responsible.
Step 2: If you remain dissatisfied, you may put your complaint forward to the Complaints Officer. You may do so by addressing a written complaint to: Mr Nicholas Arnold, Director, Keystone Legal Benefits Ltd, Beaumont House, Auchinleck Way, Aldershot, Hants, GU11 1WT or by email to Complaints@keystonelegal.co.uk.
In Your written correspondence please include the following information: 1) name, address and postcode, telephone number and email address, 2) policy number and/or claim number, 3) the reason for your complaint, and 4) copies of any material you may wish to provide us. Your written correspondence should be headed ‘COMPLAINT’.
Your complaint will be acknowledged no later than the end of the next working day and final written response will be provided within 15 working days. If a final response is not provided within fifteen working days, you will be informed about the cause of the delay and indicate when the investigation is likely to be complete.
Taking your complaint further: If after having followed both Step 1 and Step 2 you are not satisfied, you may then refer the dispute to the Financial Ombudsman Service (FOS) within six months of our final response. The FOS will only be able to consider your complaint if both Step 1 and Step 2 above have been followed. The FOS may be contacted at Financial Ombudsman Service, Harbour Exchange Square, London E14 9SR. Email: complaint.info@financial-ombudsman.org.uk
Against Bastion (the company) which has issued the policy
Should your complaint be about the Company which has issued the policy, you may write to Mr Anthony Mowatt, Director (Email: complaints@bastion-insurance.com) of Bastion Insurance Company Limited, 4th Floor, Development House, St Anne Street, Floriana, FRN 9010, Malta. When writing please include the following information: 1) name, address and postcode, telephone number and email address, 2) policy number and/or claim number, 3) the reason for your complaint, and 4) copies of any material you may wish to provide us.
In the event that your complaint remains unresolved and in order to seek an independent review, you may also write to the Arbiter for Financial Services: -
Office of the Arbiter for Financial Services
First floor,
St Calcedonius Square
Floriana FRN1530 Malta
Following these procedures will not affect your right to take legal action.
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