Complaints Procedure
2026
At Saint Clement, we are committed to providing the highest standard of service. However, if you are dissatisfied with any aspect of our work, we encourage you to follow the steps below:
1. Client contact
Please raise your concern verbally or in writing with the person at our company who usually handles your matters. If we are unable to resolve your concern within 3 working days, and upon your request, we will provide you with our formal Complaint Form.
2. File opening
Once we receive the completed Complaint Form, we will acknowledge receipt within a maximum period of 3 working days. We will also inform you of the person responsible for handling your complaint and provide an estimated timeframe for resolution (which will vary depending on the complexity of the issue).
3. Resolution period
Regardless of the estimated timeframe, the resolution period will never exceed 8 weeks from the date we receive the formal complaint.
4. Conclusion
Whether the outcome is positive or negative, we will communicate our decision to the address provided in the Complaint Form. In line with our standards of transparency and quality, the resolution will be clearly and reasonably justified.
5. Escalation
If you disagree with the resolution, or if you believe there has been an unjustified delay or the complaint was not handled correctly, you may escalate your complaint to:
The Complaints Officer
Cristina del Río – cdelrio@saint-clement.com, or Tatiana García Valderrama – tgarcia@saint-clement.com.
FAQs
1. What is a complaint?
A complaint is any written or verbal expression of dissatisfaction regarding the services provided, especially in relation to the handling or outcome of a claim. While each case is assessed individually, indicators of a complaint may include:
- The communication is addressed specifically to the Customer Service or Complaints Department.
- It expresses dissatisfaction with how a claim has been managed.
- It refers to disagreement with a claim rejection.
- It questions the interpretation or application of the policy terms.
To be formally processed, the complaint should be raised in a standalone communication (separate from routine claim correspondence), and should clearly state the relevant claim number, the reason for the complaint, and the desired outcome.
2. Who can submit a complaint?
Complaints can be submitted not only by the insured, but also by representatives such as the appointed broker or legal counsel acting on the insured’s behalf.
All employees will receive training on this policy at least once a year.
