Complaints Procedure
We are committed to providing excellent service. If you have a complaint, we want to hear from you.
Our Commitment
At ICSG, we take all complaints seriously and are committed to resolving them fairly and promptly. We aim to resolve complaints within 5 working days, and we will keep you informed throughout the process.
How to Make a Complaint
If you are not satisfied with our service, please contact us using any of the following methods:
Post
ICSG
H/No. 4B PawPaw Street
East Legon, Accra, Ghana
What to Include in Your Complaint
To help us resolve your complaint quickly, please provide:
- Your full name and contact details
- Your policy or claim reference number (if applicable)
- A clear description of your complaint
- What outcome you are seeking
- Any relevant documentation or evidence
- The date(s) when the issue occurred
Our Complaints Process
Acknowledgment
We will acknowledge your complaint within 2 working days and provide you with a unique complaint reference number.
Investigation
We will thoroughly investigate your complaint and may contact you for additional information if needed.
Resolution
We aim to resolve complaints within 5 working days. If your complaint is complex, we will keep you informed of progress and provide a final response within 8 weeks.
Final Response
We will provide you with a written final response explaining our decision and any actions we will take.
If You're Not Satisfied
If you are not satisfied with our response, you may be able to refer your complaint to an independent dispute resolution service. We will provide you with information about your options in our final response letter.
You also have the right to contact the relevant regulatory authority in Ghana if you believe we have not handled your complaint appropriately.
Contact Us
For any questions about our complaints procedure or to make a complaint, please contact us: