Complaints

A complaint is any expression of dissatisfaction in relation to our services.

We take complaints made against us very seriously and maintain a procedure to ensure that complaints are dealt with promptly and fairly. Please email us directly at Complaints@burnsandwilcox.ae Complaints may also be submitted via telephone, in person or through our website. In the first instance, we will acknowledge receipt within two business days. Where appropriate, we will seek to resolve complaints at the earliest opportunity through our frontline resolution process. This aims to address straightforward concerns quickly, typically within five working days and without the need for detailed investigation. If the matter cannot be resolved at the frontline stage, or you remain dissatisfied, it will be escalated for further investigation. Where required, we will assign a dedicated Complaint Owner from Senior Management to investigate the matter in a fair, independent and impartial manner. This may involve a more detailed review of the matter, including engagement with relevant staff or third parties. You will be kept informed of progress throughout the investigation. Following our investigation, we will communicate the outcometo you in writing including the reasons for our decision and details of any available escalation options. We will aim to provide you with a written response within fifteen business days, or continue to keep you informed of progress where additional time is required.

Complaints will be investigated in a fair, independent and impartial manner.

For any unresolved health insurance complaints, please Click here to access the iPROMES compliance portal provided by the Dubai Health Association (“DHA”).

All complaints and resolutions are recorded, retained in accordance with regulatory requirements and made available to the relevant regulator upon request. All complaints will be maintained in a complaints register and monitored to ensure timely and consistent resolution.

Complaints are monitored and analysed to identify trends and improve our services.

We've established a comprehensive procedure for addressing complaints. To see the visual representation of our complaint-handling process, click here. (will redirect to our PDF brochure)

For complaints relating to our insurance broking services, you may also refer your complaint to the Central Bank of the UAE I you are not satisfied with our final response. Our complaints handling process is designed to ensure transparency, consistency and continuous improvement of our services.

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