Call us for support or fill in a quick enquiry form by clicking on 'Send us a Message' above and we'll
At WestMed Insurance Services Limited, we are committed to providing the best possible service. However,
we understand there may be times when we do not meet your expectations. We want all our customers to let
us know straight away if they are not satisfied with our services.
We always aim to resolve your complaint quickly and efficiently.
Make it easy for you to tell us about your complaint.
Carry out a full investigation.
Give your complaint our careful attention.
Provide a thorough account of our actions.
Make sure you are satisfied we have handled your complaint fairly.
How to make a complaint
We offer a range of options to allow you to make a complaint as you choose:
Write to us: The Compliance Officer, WestMed Insurance Services Limited, Unit G.04 West One,
Europort Road, Gibraltar, GX11 1AA
Form: Complete the ‘Complaints & General Feedback’ form on our website
How we will handle your complaint
We will contact you initially within five working days of receiving your complaint. We will either
respond with a full reply or send you an acknowledgement letter, which will tell you:
Who is dealing with your complaint; and
When we will contact you again
Once we have sent you an acknowledgement letter, we will investigate your complaint fully and write to
you with our findings. If your complaint is particularly complex, we may need to spend longer
investigating it. In these cases, we will keep you up to date on our progress. In all cases, we will
respond to your complaint within 8 weeks, in line with the deadline set by the Gibraltar Financial
We try to resolve all complaints internally. However, if you remain unhappy with our response to your
complaint, or if we have not resolved it 8 weeks after you first told us about it, you may have the
right to refer your complaint to the Gibraltar Public Services Ombudsman. If you want the Gibraltar
Public Services Ombudsman to look into your complaint, you must refer it to them within 6 months of the
date of our final response to you. You can contact them at: