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We pride ourselves in providing the highest levels of customer service. However, if you have an unresolved issue or a complaint, please let us know.
Hours of Operation:
9:00am - 5:30pm
+44 20 7949 0144
Forest Road, Feltham
Middlesex TW13 7DY
Asia - Pacific
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.
You can send us your complaints by post (UPS House, Forest Road Feltham, Middlesex, TW13 7 DY, United Kingdom), email (firstname.lastname@example.org) or telephone (+44 2079 4901 44).
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)|
Following this complaint procedure does not affect your right to take legal action.
International Product Disclosures
UPS Proactive Response® Secure
UPS Proactive Response Secure is a product of United Parcel Service, Inc. Products are administered by UPS Capital Corporation, a subsidiary of United Parcel Service, Inc. UPS® Customized Declared Value is a product of United Parcel Service, Inc. Products are not available in all areas. Check with your local representative for more information and for product availability.
UPS® Customized Declared Value
UPS® Customized Declared Value is a product of United Parcel Service, Inc. Products are administered by UPS Capital Corporation, a subsidiary of United Parcel Service, Inc. Products are not available in all areas. Check with your local representative for more information and for product availability.
Insurance is underwritten by an authorised insurance company and issued through UPS Capital Insurance Agency Limited. UPS Capital Insurance Agency Limited is registered with Companies House (the Registrar of Companies for England and Wales) with UK establishment number 11641767. UPS Capital Insurance Agency Limited’s registered office address is UPS House, Forest Road, Feltham, Middlesex, TW13 7DY, United Kingdom. UPS Capital Insurance Agency Limited is an appointed representative of Crispin Speers & Partners Limited, which is authorised and regulated by the Financial Conduct Authority. UPS Capital Insurance Agency Limited reserves the right to change or cease to offer any insurance solution described in this communication at any time. The insurance is governed by the terms, conditions, limitations and exclusions set forth in the applicable insurance policy. This website does not in any way alter, supplement, or amend the terms, conditions, limitations or exclusions of the applicable insurance policy. Please consult the insurance policy for the exact terms and conditions. We endeavour to ensure that all information provided on this website is correct. However, no warranty, guarantee, or representation, either express or implied, is made as to the correctness, completeness or timeliness of any information contained herein. Insurance coverage may not be available in all jurisdictions.
Effective Date: 24 January 2019
UPS Capital Privacy Notice
UPS Capital Corporation, its subsidiaries, UPS Capital Versicherungsvermittlung GmbH, its branches, UPS Capital Insurance Agency Limited, and UPSC (Thailand) Ltd. (each, a “UPS Capital Company” and collectively, the “UPS Capital Companies”) are affiliates of UPS. The UPS Capital Companies observe the UPS Privacy Notice, except as follows: (a) the first paragraph of the section entitled "Information We Obtain" shall be modified to read as follows: “We may obtain consumer personal information (such as name, contact details and payment information) in connection with various activities such as (i) use of the UPS websites and applications, (ii) shipping activities, including delivery and pickup of shipments, (iii) requests to track shipments or answer questions, (iv) events in which we participate, (v) promotions and other offers, and (vi) calls placed with customer service and accounting centers which may be recorded, and (vii) providing shipper’s agent, claims administration, claims adjustment, financial and insurance services, as applicable”; (b) the second bullet point of the section entitled "How We Use The Information We Obtain" shall be modified to read as follows: “Provide products and services you request (such as logistics, supply chain management, customs clearance and brokerage services, and shipper’s agent, claims administration, claims adjustment, financial and insurance services, as applicable)”; and (c) the second paragraph of the section entitled “Information We Share” shall be modified to read as follows: “We also may share the personal information we obtain with our affiliates, franchisees, resellers, and joint marketing partners and with claims administrators, claims adjusters, credit reporting agencies, insurers, guarantors, credit enhancement providers (including sureties, indemnitors, and export credit agencies) and their respective agents with which we do business. These entities, which collectively are referred to here as the “UPS Business Partners,” may use the information for the purposes described in this Privacy Notice. We may share physical location data with our UPS Business Partners and other third parties to, for example, enhance location-based services and develop accurate and up-to-date maps. In addition, except as described below, unless you object, we may share other personal information with third parties who are not UPS Business Partners for those parties’ own purposes, such as to offer products or services that may interest you.” The UPS Privacy Notice contains a description of practices regarding the treatment of personal information that is common to all UPS companies and business units adhering to the UPS Privacy Notice in their handling of the personal information that UPS companies collect from consumers. Insurance services are not offered in all jurisdictions.