Complaints Procedure

Making a Complaint

We want to hear from you.

Aquila UW Ltd, trading as Aquila Underwriting, is committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, please tell us so that the matter can be considered promptly and fairly.

You can complain in writing to:

Our Process

What happens next.

• Where a complaint can be resolved within three business days, we will issue a summary resolution communication.
• Otherwise, we will acknowledge the complaint within five business days.
• We will investigate the matter fairly and keep you informed of material progress.
• We aim to provide a final written response within eight weeks.
• If we cannot provide a final response within eight weeks, we will explain why and set out the available next steps.

Further Review

If you remain dissatisfied.

If you are an eligible complainant and remain dissatisfied with our final response, or have not received a final response within eight weeks, you may have the right to refer the matter to the Financial Ombudsman Service:

The Financial Ombudsman Service is an independent body that resolves disputes between eligible complainants and financial-services firms.