Complaints Handling Policy


1. Purpose

Fortitude Insurance Solutions is committed to providing excellent customer service. This policy outlines our approach to handling complaints in a fair, transparent, and timely manner.

2. Scope

This policy applies to all complaints received from customers, potential customers, and other stakeholders regarding our products, services, or conduct.

3. Definition of a Complaint

A complaint is an expression of dissatisfaction related to our products, services, or the conduct of our employees or representatives, where a response or resolution is expected.

4. How to Lodge a Complaint

Customers can submit complaints through the following channels:

5. Complaint Handling Process

  1. Acknowledgment: We will acknowledge receipt of a complaint within [X] business days.
  2. Investigation: The complaint will be reviewed, and relevant information will be gathered.
  3. Resolution: A resolution will be provided within [X] business days, or an update will be given if more time is required.
  4. Communication: The outcome will be communicated clearly, along with any next steps or available remedies.

6. Escalation Process

If a customer is unsatisfied with the resolution, they may escalate the complaint to:

  • A senior manager at Fortitude Insurance Solutions
  • The relevant insurance industry ombudsman or regulatory body

7. Confidentiality & Privacy

All complaints will be handled with strict confidentiality and in accordance with data protection laws.

8. Continuous Improvement

We regularly review complaint trends to improve our services and prevent recurring issues.

9. Contact Information

For any inquiries regarding this policy, please contact: [Company Contact Information]

Effective Date: 02/01/2025

Review Date: 02/01/2026

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