If You are dissatisfied with our products, claims settlements or services, we want to hear from you. We treat your complaint seriously. All complaints are referred to our Internal Disputes Resolution Committee. You should receive a reply from the Committee within fifteen (15) working days after your written request is received. If a decision cannot be reached within that time, we will contact You with a date when a decision will be made. We aim to settle all complaints fairly and quickly. If a dispute cannot be resolved in your favour, you will be given the general reasons for the outcome. We will also provide details of other avenues available, including the insurance industry's Claims Review Panel if the dispute relates to an insurance claim. This is an independent panel and the decisions made by the panel are binding on insurance companies within certain limits.