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Although we endeavour to meet our customers' expectations at all times, we understand that from time to time complaints may arise. Our complaints handling procedures are designed to comply with the rules prescribed by the Financial Conduct Authority and our aim is to resolve any complaints that we receive both fairly and promptly.

In the first instance you should write to:

Aetna International (Europe) Limited
69 Park Lane,
1st floor,
Croydon,
CR9 1BG

We will advise you of the person who will be dealing with your claim.

We try to resolve any complaints as quickly as possible. However, in the event that the complaint is complex in nature or requires further investigation, the following timescales have been prescribed by the Financial Conduct Authority.

1. Within 5 working days of receipt of your complaint you should have received a copy of these procedures together with a covering letter identifying the details of the person dealing with your complaint. If by this time we have been able to resolve your complaint you should also receive a copy of our Final Response Letter.

2. Within 4 weeks of receipt of your complaint we will endeavour to provide you with a Final Response Letter. If, however, we are not in a position to supply you with a Final Response Letter at this time, we will write to you explaining why we are not yet in a position to resolve the complaint and give you an indication of when we will make further contact.

3. Within 8 weeks of receipt of your complaint we will endeavour to provide you with a Final Response Letter. If, however, we are not in a position to supply you with a Final Response Letter at this time, we will write to you:

a. Explaining why we are still unable to give a final response

b. Giving reasons for the delay

c. Indicating when you should expect to receive a final response

d. Providing details of your right of referral to the Financial Ombudsman Service together with a copy of their leaflet in the event that you are dissatisfied in any way with our handling of your complaint.

In the first instance we would ask you to write to:

The Managing Director
Aetna International (Europe) Limited
69 Park Lane,
1st floor,
Croydon,
CR9 1BG

If you are still not satisfied, please write to:

The Manager - Sales and Service
American Express Insurance Services Europe Ltd
Dept 333
1 John Street
Brighton BN88 1NH

If you remain dissatisfied you may wish to contact the Financial Ombudsman Service for further advice and guidance. This will not affect your legal rights.

Further information on the Financial Ombudsman Service can be found on their website at: www.financial-ombudsman.org.uk. 

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