Complaints

We are committed to providing the best possible service to our clients.

Please tell us if there is any aspect of our services that you are not happy with.  For complaints relating to our Owners’ Fixed Premium product, please contact laura.kincaid@nepia.com

For all other Sunderland Marine complaints, please contact us at complaints@sunderlandmarine.com.

You can view our complaints procedure here which sets out how we will deal with your concerns.  Alternatively the Financial Ombudsman Service (FOS) offers an independent and impartial dispute resolution service, and may be able to assist you if we are not able to resolve the issue with you. Please refer to the FOS website for further information and contact details.

If you are a New Zealand policyholder, you can view our complaints procedure.

If you are an Australian policyholder, you can view our complaints procedure here which sets out how we will deal with your complaint. The Australian Financial Complaints Authority (AFCA) offers an independent and impartial dispute resolution service, and may be able to assist you if we are not able to resolve the issue with you.  Please refer to the AFCA website at https://www.afca.org.au/ for further information and contact details.