At WestMed Insurance Services Limited, we are committed to providing the best possible service. However, we understand there may be times when we do not meet your expectations. We want all our customers to let us know straight away if they are not satisfied with our services.

We always aim to resolve your complaint quickly and efficiently.

• Make it easy for you to tell us about your complaint.
• Carry out a full investigation.
• Give your complaint our careful attention.
• Provide a thorough account of our actions.
• Make sure you are satisfied we have handled your complaint fairly.

How to make a complaint

We offer a range of options to allow you to make a complaint as you choose:

• Call us: 0035079520
• Email us: compliance@argus.gi
• Write to us: The Compliance Officer, WestMed Insurance Services Limited, Unit G.04 West One, Europort Road, Gibraltar, GX11 1AA
• Form: Complete the ‘Complaints & General Feedback’ form on our website

How we will handle your complaint

We will contact you initially within five working days of receiving your complaint. We will either respond with a full reply or send you an acknowledgement letter, which will tell you:

• Who is dealing with your complaint; and
• When we will contact you again

Once we have sent you an acknowledgement letter, we will investigate your complaint fully and write to you with our findings. If your complaint is particularly complex, we may need to spend longer investigating it. In these cases, we will keep you up to date on our progress. In all cases, we will respond to your complaint within 8 weeks, in line with the deadline set by the Gibraltar Financial Services Commission.

Your Rights

We try to resolve all complaints internally. However, if you remain unhappy with our response to your complaint, or if we have not resolved it 8 weeks after you first told us about it, you may have the right to refer your complaint to the Gibraltar Public Services Ombudsman. If you want the Gibraltar Public Services Ombudsman to look into your complaint, you must refer it to them within 6 months of the date of our final response to you. You can contact them at: