If you are unhappy with any aspect of the service that you receive from us, please contact your insurance broker in the first instance, stating the nature of your complaint, the policy and/or claim number.
Alternatively, you can contact us directly at complaints@cfc.com or please write to:
Complaints
CFC Europe S.A
Levels 11 and 12, Bastion Tower
5 Place du Champ de Mars
1050 Brussels
Your complaint will be handled in accordance with the regulatory requirements of the relevant country. The applicable acknowledgement and response timeframes vary by jurisdiction.
Your complaint will be acknowledged in accordance with the applicable local timeframe. It will then be investigated and you will receive a written response within the applicable local response period. If more time or a progress update is required under local rules, you will be informed accordingly.
Should you remain dissatisfied with the final response or if you have not received a final response within the applicable local timeframe, you may be eligible to refer your complaint to the relevant local External Dispute Resolution body.
Further information about country-specific External Dispute Resolution (EDR) and about your complaint escalation rights are included within your Policy documentation, which will also be provided to you by CFC upon receipt of any complaint.
The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.
If you consider that you have any specific needs, or if there are any circumstances that could affect your ability to engage with us in relation to your complaint, please inform us.
We will take this into consideration and aim to provide appropriate support where possible during the handling of your complaint.