At ACE European Group, we pride ourselves on the service that we give to our customers. But sometimes, customers don’t think things have gone as well as they could have done and decide that it is appropriate to make a complaint, either in writing, by email, or over the telephone.

ACE welcomes all complaints as it provides direct feedback about our products and services.    

The following table has been designed to give you an idea of how many complaints ACE has received between 1st July 2010 and the 31st December 2010 and how we have dealt with them.

	Number of complaints opened	Number of complaints closed	Complaints closed within 8 weeks %	Closed complaints upheld (%)
General insurance and pure protection	7,823	8,458 (668 outstanding complaints closed from the last period)	92%	41%

Whilst it may appear that ACE has received many complaints in the second half of the year, we need to put this into perspective:

	Number of policyholders	Number of complaints	Complaints as a %
Personal insurance (but not household or motor insurance)	100,239	92	0.09%
Mobile phone insurance	1,719,040	7,721	0.45%

As you can see from the above information, the overall percentage of complaints received by ACE is actually very low, and whilst it is impossible to not have any complaints, ACE is constantly striving to reduce the number of complaints still further. 

We hope you have found this information informative however, if you require further clarification on the above figures, please do not hesitate to contact Richard Price via email at richard.j.price@acegroup.com