Qualis U.K. Limited and Qualis Europe Srl  

Complaints Procedure
As an organisation we take client feedback seriously and make every effort to ensure that we learn from clients who express dissatisfaction. Our complaints process is open and accessible in order to provide clients with the assurance that their concerns will be managed fairly and appropriately.

A) QUALIS U.K. LIMITED
How to make a complaint
If you wish to make a complaint please direct this to the Qualis U.K. Limited Compliance team by emailing enquiries@qualiscreditrisk.com. If you wish to put your complaint in writing, the postal address is: Compliance Department, Qualis U.K. Limited, Exchequer Court, 33 St Mary Axe, London, EC3A 8AA.

Timeframes for investigating your complaint
We will acknowledge your complaint within 2 working days. Upon acknowledgement of your complaint we will also let you know who will be investigating your complaint.

Within four weeks you will receive either a final response or an explanation of why the complaint has not been resolved, plus an indication of when you will receive a final response. Within eight weeks you will receive a final response or, if this is not possible, a reason for the delay plus an indication of when you will receive a final response. After eight weeks, if you are unhappy with the delay, you may refer your complaint to the Financial Ombudsman Service.
You can also refer to the Financial Ombudsman Service if you cannot settle your complaint with us or before we have investigated the complaint if both parties agree.

The contact details for the Financial  Ombudsman are as follows:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR                      
Tel: 08000 234 567
Email: complaint.info@financial-ombudsman.org.uk  
Website: http://www.financial-ombudsman.org.uk/

B) QUALIS EUROPE S.R.L.  
How to make a complaint
Without prejudice to the right to go to Courts, you have the option of submitting a complaint in writing to the Insurance Company at the addresses provided by them. If you wish to make a complaint directly to us, please direct this to the Qualis Europe S.r.l. Compliance team by emailing info.it@qualiscreditrisk.com. If you wish to put your complaint in writing, the postal address is: Compliance Department, Qualis Europe S.r.l., Via Morigi 7, 20123 Milano.

Timeframes for investigating your complaint
Within 45 days you will receive either a final response or an explanation of why the complaint has not been resolved. If you are unhappy with the response, you may refer your complaint to IVASS, using the appropriate form on www.ivass.it by sending your complaint to the following contacts:

PEC to tutela.consumatore@pec.ivass.it 
Fax to 06.42133206
By Post to "IVASS Servizio Tutela del Consumatore" - Via del Quirinale, 21 00187 Rome.