Complaints

GoldenStone Specialty Limited (“GoldenStone”, “we”, “us” or “our”) is committed to providing a professional, fair and responsive service. If you are dissatisfied with our website, communications, conduct or a service for which GoldenStone may be responsible, we encourage you to tell us so that we can review the matter and, where appropriate, put things right.

You will not be treated adversely merely because you make a complaint in good faith. Making a complaint does not affect any contractual or legal right you may have.

You may make a complaint through either of the following website channels:

• email the company using the address in section 9; or
• the website contact form, selecting “Regulatory or Complaints Matter”.

Please state clearly that your message is a complaint and, where possible, include:

• your name, company and preferred contact details;
• a clear description of the matter and why you are dissatisfied;
• relevant dates, website pages, correspondence or reference numbers;
• the people or organisations involved;
• the outcome or action you would like us to consider; and
• any deadline or urgent issue of which we should be aware.

We accept complaints in English or Chinese. If you need reasonable assistance or an accessible communication method, please tell us when you contact us.

The website contact form and complaints email are general complaint-routing channels. Unless an applicable contract expressly states otherwise and an authorised recipient confirms acceptance in writing:

• a website complaint is not formal notice of a loss or claim;
• making a complaint does not suspend or extend any contractual or legal deadline;
• the website and complaints email must not be used for service of proceedings or formal legal notices; and
• a complaint does not create, amend or confirm insurance or reinsurance cover.

If your concern relates to an active claim, a potential loss, a notification deadline or another time-sensitive contractual matter, please also follow the notice instructions in the relevant contract or other applicable document.

Please do not send identity documents, medical information, payment details, confidential policyholder records or sensitive claim files through the website form. We will provide an appropriate secure method if supporting material is required.

Acknowledgement

We aim to acknowledge your complaint promptly after receipt. Our acknowledgement may request further information and will explain the next steps where reasonably practicable.

Fair review

We will record and assess the complaint, identify the appropriate person to handle it and investigate the available information fairly and impartially. The reviewer should be reasonably independent from the subject of the complaint. We may contact you for clarification or supporting information.

Where the complaint concerns another insurer, reinsurer, broker, service provider or other organisation, we may need to refer the relevant part of the complaint to that organisation or coordinate the response with it. We will explain the proposed referral and handle personal data in accordance with our Privacy Policy.

Response

We aim to provide a substantive written response as soon as reasonably practicable. Where additional time is required, we will explain the reason and keep you informed of material progress.

The response will, where appropriate:

• summarise the complaint and the matters reviewed;
• explain our findings;
• state whether the complaint is upheld in whole or in part;
• describe any corrective or remedial action; and
• explain any available review or escalation option.

If we cannot conclude the matter, we will explain why, describe the outstanding steps and tell you about any option that may be available to refer the matter to another appropriate organisation, regulator, ombudsman or dispute-resolution body.

If you remain dissatisfied with our response, you may request an internal review by replying to the response or using the company's contact details in section 9. Please explain the part of the response you disagree with and any information you believe should be reconsidered.

Where reasonably practicable, the internal review will be handled by a person who was not responsible for the original decision.

Depending on GoldenStone's role, the nature of the complaint, the relevant contract and the jurisdiction concerned, you may have the right to approach an insurer, reinsurer, broker, regulator, ombudsman, privacy authority, court or other dispute-resolution body.

The appropriate external route is not the same for every complaint or jurisdiction. If an external route applies, our written response will provide or identify the relevant information. Nothing on this page prevents you from seeking independent legal advice or contacting a competent authority where permitted by applicable law.

We will use information provided in connection with a complaint to assess, investigate, respond to and keep a record of the complaint; comply with applicable requirements; and establish, exercise or defend legal rights.

Complaint information will be shared only with persons who reasonably need it for complaint handling, legal, compliance, security or related purposes, or where disclosure is required or permitted by law. We will retain complaint records only for as long as reasonably necessary for those purposes and protect them using reasonable safeguards.

For more information, please read our Privacy Policy.

We may update this Complaints page to reflect changes to our website, complaints arrangements or applicable requirements. The current version and effective date will be published here.

GoldenStone Specialty Limited

Email: enquiries@goldenstonespecialty.com