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  • MAPFRE
  • 1 VICTORIA STREET
  • BRISTOL
  • BS1 6AA

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Alternative Dispute Resolution

Make a complaint

We always try to provide a first-class service, but if for some reason we've failed, please let us know and we'll do our best to make things better.

To contact our customer relations manager, please write to the address below:

  • Customer relations manager
  • MAPFRE ABRAXAS
  • One Victoria Street
  • Bristol Bridge
  • Bristol
  • BS1 6AA

You can also call our complaints team on 0330 400 1420 or email them at CustomerRelationsTeam@mapfre.co.uk

Financial Ombudsman Service

We will do our best to resolve the situation with you, but if you don't think we've done this to your satisfaction, you should refer your complaint to the independent Financial Ombudsman Service.

To contact them, please write to the address below:

  • The Financial Ombudsman Service
  • Exchange Tower
  • London
  • E14 9SR

You can also call them on 0800 023 4567 or email them at complaint.info@financial-ombudsman.org.uk

Alternatively, if your complaint relates to a product or service purchased online, you can contact the European Commission using their Online Dispute Resolution (ODR) platform. The ODR platform, primarily aimed at European Union (EU) cross-border disputes, is designed to help consumers resident in the EU get access to dispute resolution if they remain unhappy with the response they have received from a trader established in the EU. The ODR platform will ask you for a trader’s email address, which you can find in the ‘Make a Complaint’ section above. Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Ombudsman Service (FOS) therefore you may prefer to contact us or the FOS directly in the first instance regarding your complaint.