Coastlight Global Risk treats complaints as matters requiring prompt acknowledgement, careful review, clear communication and accountable resolution.

A complaint may concern advice, communication, service, insurance intermediation, information handling or another aspect of the professional relationship.

Complaints may be submitted in English or German through Coastlight’s dedicated Complaints address.

COMPLAINTS CONTACT

complaints@coastlightglobalrisk.com

Please include, where available:

• the name and contact details of the complainant;

• the company or relationship concerned;

• a concise description of the issue;

• relevant dates, documents and correspondence;

• the outcome or clarification sought.

A complaint receives the same professional attention whether or not it is formally labelled as a complaint.

Coastlight acknowledges receipt and explains the route through which the matter will be reviewed.

The complaint is assigned to the appropriate level of responsibility according to its subject, complexity and materiality.

Material complaints remain subject to Managing Partner oversight.

The review considers the available facts, records, communications, contractual or regulatory context and the outcome sought.

Where another organisation is responsible for the subject of the complaint, Coastlight identifies the appropriate route and communicates the referral or next step.

The complainant may be asked for additional information where this is required for a fair and complete assessment.

Coastlight provides a clear and comprehensible response as soon as the review permits.

Where more time is required, the complainant is informed of the reason and the expected review timetable.

The final response explains the conclusion, the reasons supporting it and the available route for pursuing the matter further where applicable.

Complaints are documented in a manner proportionate to their subject and materiality.

Relevant findings may lead to corrections, control changes, additional review requirements or improvements to Coastlight’s processes and communications.

Where the applicable eligibility and jurisdiction requirements are met, disputes concerning insurance intermediation may be referred to the German Insurance Ombudsman:

VERSICHERUNGSOMBUDSMANN E. V.
Postfach 08 06 32
10006 Berlin
Germany

Email:
beschwerde@versicherungsombudsmann.de

Website:
https://www.versicherungsombudsmann.de/

The Versicherungsombudsmann e. V. is a state-approved consumer arbitration board. Its separate procedural rules apply to complaints directed against insurance intermediaries.

Eligibility, procedure, legal effect and limitation questions depend on the current rules and the individual circumstances.

Where a policyholder invokes the competent arbitration board under the applicable insurance-mediation rules, the regulated intermediary participates in the procedure as required by law.

The availability and scope of the procedure remain subject to the arbitration board’s jurisdiction and procedural rules.

The internal complaint process and any available out-of-court procedure preserve the legal routes available under the applicable law.

Independent legal advice may be appropriate where a matter concerns limitation periods, substantial financial exposure, disputed legal rights or court proceedings.

This page should remain aligned with:

• the current official intermediary-register entry;

• the statutory first-contact information;

• the Regulatory Information page;

• the Legal Notice;

• the applicable complaint-handling requirements;

• the current procedural information published by the relevant arbitration body.

A credible complaint process makes responsibility visible when the quality of the relationship is tested.