If there is an issue with the way the policy was sold then the complaint may be passed on to the
broker to deal with.

Should you feel the need to complain about the arrangement of your policy please contact your
insurance intermediary in the first instance.

Pukka recognises the importance of service and the firm sets outs high standards. Should there be an
occasion when Pukka does not meet your expectations, Pukka is committed to dealing with any
complaint in a thorough and professional manner.

You can make a complaint by contacting us by any of the following means:

Write to: the Head of Compliance, Pukka Insure Ltd, Suite 2, The Cottage, 13-15 Giros Passage,
Gibraltar, GX11 1AA;

E-mail your complaint to: compliance@pukka.gi

Or telephone on 0800 2404 995

Pukka Insure will acknowledge your complaint promptly, normally within five working days of
receiving it.

Once Pukka Insure have completed its investigation, the firm will write to you with the results of the
said complaint investigation giving an explanation of the firms’ conclusion no later than eight weeks
from the date your complaint was received.

If you are dissatisfied with the firm’s response, you may then refer the said complaint to the Financial

Ombudsman Service on:
0800 023 4567

Call our claims administrators (Action 365) today free on

0800 240 4988

Call our windscreen claims administrators
Auto Windscreens on

0800 240 4993