UPDATE: Following the latest Government guidance we have restricted access to our office to a very limited number of staff only. Our remaining desk team continue to operate from home, while our field team have returned to undertaking appointments via video link, as they did earlier in the pandemic. However we will continue to carry out on-site visits by exception for emergencies and major losses where necessary. As we have done throughout the pandemic, we remain well equipped and in a strong position to provide our full range of services to our Clients and Policyholders so please speak to a member of our team if you require further details or advice..
The policyholder is our customer’s customer and GHG Solutions Limited are trusted to look after their claims, in many cases from first notification through to final payment. This is a responsibility we take very seriously.
At GHG we believe in treating customers fairly and have a commitment to encouraging an open and honest dialogue with our policyholders. We are all affected by fraudulent claims and as such have to take it seriously. Therefore to ensure fairness we may have to ask particular questions which could be uncomfortable for our adjusters and policyholders.
Our adjusters are trained to ask these questions from an assumption that all claims are genuine but an understanding that a certain amount of investigation is needed. If you are uncomfortable with any questions asked by our claims handlers or need further explanation on any aspects please feel free to call the office and speak to Sharon Williams or Tom Mulhern, who are Technical Managers for the GHG CATS division.
GHG Consumer Vulnerability Procedure (PDF Download)
GHG are committed to being pro-active on claims and giving you, the policyholder, a smooth claims experience.
However, in the event that you are unhappy with the service and you wish to make a complaint please contact us using the following details:
GHG Solutions Limited, Barclays House, 20-24 Upper Market Street, Eastleigh, Hampshire, SO50 9FD
Tel: 02380 622622
Our complaints procedure is available here:
GHG Complaints Procedure (PDF Download)
If we are unable to resolve the matter it will be referred to the Chief Executive Officer, Senior Claims Manager or complaints department at the Underwriter/Insurer concerned.
Should you remain dissatisfied with the response that you receive from us, and in the event your policy is underwritten at Lloyd’s of London, you may if you wish refer your complaint to Lloyd’s. The contact details for Lloyd’s are:
Complaints, Market Services, Lloyd’s, One Lime Street, London EC3M 7HA
Tel: 0207 327 5693
Ultimately, should you remain dissatisfied with Lloyd’s final response, or if your policy is not with a Lloyd’s Underwriter, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). This is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
The FOS can be contacted on:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0300 123 9123
GHG Solutions Limited can be contacted as follows, we look forward to hearing from you.
Tel: +44 (0) 2380 622 622
Office hours are Monday to Friday 9.00am to 5.30pm,
Please note that calls to and from this organisation may be recorded for security and training purposes.
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GHG Solutions Limited,
20 - 24 Upper Market Street,