We believe you deserve courteous, fair and prompt service. If there is any occasion when our service does not meet your expectations please contact us using the appropriate contact details below and provide the policy/claim number and the name of the policyholder/insured person to help us deal with your comments quicker.

Should you have any concerns with UPS Capital insurance services, you can send us your complaints by post (UPS Capital Insurance Agency Limited, 2 Lotus Park, The Causeway, Staines-Upon-Thames, Middlesex, TW18 3AG, United Kingdom) or email (risksolutionsuk@ups.com).

We will acknowledge the complaint within 5 business days of receiving it, keep you informed of progress and do our best to resolve matters to your satisfaction within 8 weeks. If we are unable to do this you may be entitled to refer the complaint to the Financial Ombudsman Service (FOS) who will review your case. We will provide full details of how to do this when we provide our final response letter addressing the issues raised.

The FOS will not consider a complaint if you:

• have not provided us with the opportunity to resolve it; or
• are a business with more than 10 employees and a group annual turnover of more than €2 million; or
• are a trustee of a trust with a net asset value of more than £1 million; or
• are a charity with an annual income of more than £1 million.

The FOS can be contacted at:
Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR
Telephone: 08000 234 567 (free for people phoning from a “fixed line”, i.e. a landline at home)
0300 123 9 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Email: complaint.info@financial-ombudsman.org.uk Following this complaint procedure does not affect your right to take legal action.

Complaints regarding United Parcel Service transportation services should be addressed directly with the carrier.