At Masbro Insurance Brokers Ltd, we strive to deliver exceptional service at all times. If, however, you're unsatisfied with your experience, we're here to listen and address your concerns.
1
A
You can submit your complaint through email addressed to complaints@masbro.gi
B
You can call us on 200 76434 and tell us the details of your complaint.
C
You can visit our offices at 143 Main Street, Suite 1A Tisa House and speak to a member of staff.
D
Write to the company’s registered office with full details of your complaint and with whom you were dealing with.
Addressed to the Compliance Team.
Adress: Suite 1A, Tisa House, 143 Main Street, Gibraltar
2
We will acknowledge the correspondence in writing or by email within 7 days of receipt. If your notification of dissatisfaction is determined to be a complaint, Masbro Insurance Brokers Ltd will state in the correspondence the name and job title of the person dealing with the complaint and that you should be in receipt of a final response within 4 weeks.
3
If due to investigation we cannot achieve a final response within 4 weeks, we will post or email a “holding response” letter to you. The holding response will indicate why we are not yet in a position to resolve your complaint and state when we will make further contact.
4
By the eighth week we will send our final response to you, if we cannot issue our final response letter we will explain:
A
That we are not in a position to make a final response, stating reasons for delay and indicating when we expect to send a final response.
B
Informing you that you may refer your complaint to the Gibraltar Public Services Ombudsman if you are dissatisfied with the delay and we will enclose their contact details.