Complaints Procedures

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

Submit Complaint

A

Through email

You can submit your complaint through email addressed to complaints@masbro.gi

B

By telephone

You can call us on 200 76434 and tell us the details of your complaint.

C

In person

You can visit our offices at 143 Main Street, Suite 1A Tisa House and speak to a member of staff.

D

With a letter

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

Acknowledgment

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

Investigation & Updates:

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

Final Response

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.