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What To Do If You Have A Complaint

If You wish to make a complaint about the conduct of the sale, customer service or cancellation of this Policy, including any information provided as part of the sale, please contact the Policy Retailer, Halo Insurance Services Limited (InsuretheGap.com).

Details of Halo Insurance Services Limited’s complaints procedure can be found by visiting www.insurethegap.com/complaints-procedure.

The Administrator handles all other complaints relating to this Policy. If You wish to make a complaint, please do so by:

The Administrator will aim to resolve Your complaint within fifteen (15) working days from first notification of Your complaint.

If the Administrator cannot resolve Your complaint within this period, they will notify You in writing to confirm the reasons why and will aim to resolve Your complaint within a further fifteen (15) working days from this point.

If You remain dissatisfied with the response to Your complaint or it is not resolved within the timescales detailed above, the Administrator will advise You who to contact depending on the nature and type of Your complaint, as follows:

If Your complaint relates to a claim under this Policy or is in relation to the Policy wording, contact The Financial Services Arbiter in Malta:

  • by email at complaint.info@asf.mt; or
  • by writing to the Office of the Arbiter for Financial Services, 1st Floor, St Calcedonius Square, Floriana FRN 1530, Malta; or
  • by telephone on 00356 21 249 245.

For more information, please see online at financialarbiter.org.mt

If Your complaint relates to the conduct of the sale of this Policy or is in relation to Policy administration, contact The Financial Ombudsman Service:

  • by submitting Your complaint online – please see financial-ombudsman.org.uk; or
  • by email at complaint.info@financial-ombudsman.org.uk; or
  • by telephone on 0207 964 1000; or
  • by writing to the Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, Isle of Dogs, London, E14 9SR UK.

IMPORTANT: Both the Financial Services Arbiter (Malta) and the Financial Ombudsman Service (UK) will expect You to have followed the above procedure before they accept Your case.

Following this complaints procedure does not affect Your legal rights.