Thank you for your letter dated XXXXX

I was disappointed to learn that you are less than satisfied with our service.

At this stage, I’m not able to give you an immediate explanation, but I have asked one of my colleagues to investigate the issues surrounding your complaint.

We wish to deal with this as quickly as possible and there are in fact rules (set by the Financial Services Authority) which ensure that your complaint cannot be left unresolved indefinitely.

• We will aim to write to you with our final response within four weeks of us receiving details of your complaint. If we are unable to determine our final response by then, we will send you a letter explaining why we have not been able to do that.

• Within the following four weeks, we will send you a letter which will either i) state our final response or ii) tell you why we are still not in a position to do that and advise you of the date when we expect to be able to respond in a meaningful way to your complaint. If at that point you are dissatisfied with the lack of progress, you are then entitled to refer your complaint to the Financial Ombudsman Service

Please be assured that the matter is being dealt with and is being thoroughly investigated and once we are fully aware of all the facts and circumstances, our decision will follow shortly.

If you feel it would be helpful to discuss your complaint with me, please call my direct line which is 0870 084 3737, or email me at Leanne.Frost@Hiscox.com and I’ll get back to you as soon as I can.

Yours sincerely

Leanne Frost

Customer Relations Manager