Step 1 : Make your complaint to the company

Every company has a procedure to deal with complaints. Make a note of the persons to whom you discussed the matter. It is desirable to first make an official complaint to the company concerned.

Step 2 : If you are unable to resolve your complaint with your insurance company then request a letter from the company stating its final position on your complaint

Step 3 : Write to the FSC

There are several ways to file a complaint:

• ;Call toll free 1-888-372-4357 Monday – Friday 8:30 a.m. – 4:30 p.m. (Note however that despite calling the Commission, the complaint must be put in writing before it can be investigated.)
• Submit a written complaint to the Commission at
  

  Complaints Coordinator

  Financial Services Commission

  39-43 Barbados Avenue, Kingston 5

• Please write down a summary of your problem. Write as clearly as possible so that people who are not familiar with your issue will be able to understand. Write about the ‘who, what, where, when and how’ of your situation.
• Supporting documents are very important. Please attach a photocopy of all documents, including letters, contracts, bills and other papers related to your problem. Please do not send originals; we may not be able to return them.
• Complete and submit via e-mail or fax the consumer complaint form
• Schedule a visit to the Commission in person at the above address and have the relevant documents on hand. Please be prepared to describe your complaint in writing or to fill out forms that detail the nature of your complaint

Step 4 : The FSC will review your written complaint

• The Complaint Coordinator will write to you so that you will know the status of your complaint. The letter will provide you with your reference number which you will need to quote when contacting our offices.
• The FSC investigates breaches of the relevant Act which relates to the complaint and ensures proper compliance with the law.
• HOWEVER, the FSC cannot act on your behalf on issues relating to the contractual obligations between you, the company and/or the company representative if no law has been breached. These are matters of contractual law that are best handled by the court.
• Once the investigation is complete, we will let you know if this is an issue within our jurisdiction and the remedy that we propose, or if it is a matter that you need to take to an attorney