Complaints Procedure
How to complain about our service, or about a policy arranged through us · Last updated: 3 August 2026
We would far rather put something right than have you take it elsewhere. If any part of our service — or of a policy we have arranged for you — has fallen short, please tell us. This page sets out exactly how to complain, who decides what, how long each stage takes, and where you can escalate if we or the insurer cannot resolve it. Everything here can be done in English; we handle the Spanish correspondence for you.
1. Come to us first
Contact us by whichever route is easiest, and say clearly that you are making a complaint:
- Email: info@turnerinsurance.es
- Telephone: +34 966 461 625 (Monday to Friday, 09:30–15:00)
- Post: Turner Insurance Specialists, S.L., Avenida del Pla 135, Buzón 37, 03730 Javea, Alicante, Spain
- In person: at our Javea office — see the contact page for directions
It helps enormously if you include your policy number, the dates and names involved, what went wrong, and what you would like us to do about it. We will confirm that we have received your complaint and tell you who is dealing with it.
Who decides what
Turner Insurance Specialists, S.L. is an exclusive insurance agent of Generali España, S.A. de Seguros y Reaseguros, entered in the register of the Dirección General de Seguros y Fondos de Pensiones (DGSFP) under code C0467B54657010. That status determines who answers your complaint:
- Complaints about us — the advice we gave, a delay, an administrative error, how we communicated with you, or the service you received — are ours to answer, and we deal with them directly.
- Complaints about the policy or a claim — a declined claim, the amount offered in settlement, a renewal premium, an exclusion applied, or a cancellation — are decisions for the insurer. Those have to be answered by Generali. We will put your complaint in front of Generali's customer service department, in Spanish, and follow it through with you.
Under Article 2 of Orden ECO/734/2004, the firms required to run a formal customer service department are the insurance undertakings themselves and insurance broking companies (sociedades de correduría de seguros). Insurance agents are not on that list, which is why the formal complaints route for anything to do with your cover runs through Generali rather than through us. It does not stop you complaining to us, and it does not stop us acting for you.
2. Generali's Customer Service Department
If we cannot resolve your complaint ourselves, or your complaint is about the policy or a claim, the next step is Generali's own customer service department (Servicio de Atención al Cliente). You can write to it yourself at any time, or ask us to submit it for you:
- Post: Servicio de Atención al Cliente, GENERALI España, S.A. de Seguros y Reaseguros, Plaza de Manuel Gómez-Moreno 5, 28020 Madrid
- Email: reclamaciones.es@generali.com
Generali's Reglamento para la Defensa del Cliente — the internal rules governing how it handles complaints — is available at Generali offices and on generali.es. If the department's answer does not satisfy you, Generali also operates a customer ombudsman (Defensor del Cliente) as a further internal stage.
Address it to the right department
This matters more than it sounds. If you later want to escalate to the DGSFP, it will only accept your case if your original complaint was addressed expressly to the customer service department or the customer ombudsman. A complaint sent to the company in general, to a branch, or to an individual employee does not satisfy that requirement. Put “Para el Servicio de Atención al Cliente” at the top of the letter or in the subject line, and keep proof that you sent it.
The insurer must give you a reasoned decision. Since Ley 10/2025 came into force on 28 December 2025, the maximum period for a financial entity to resolve a complaint is one month; it replaced the former two-month limit, and firms have until 28 December 2026 to complete the changeover, so you may still see the older two-month figure quoted in policy documents.
3. The DGSFP Claims Service
If the insurer rejects your complaint, or the deadline passes without a resolution, you can take it to the Servicio de Reclamaciones of the Dirección General de Seguros y Fondos de Pensiones — the insurance regulator's own claims service. It is free, and you do not need a lawyer.
When you can go to the DGSFP
Your case will be admitted once you can show both of the following:
- you complained first, expressly to the insurer's customer service department or customer ombudsman, by a means that leaves proof of sending; and
- that complaint was refused or rejected, in whole or in part — or more than one month has passed without a resolution if you are complaining as a consumer (two months if you are not, for example as a business).
Policyholders, insured persons, beneficiaries, injured third parties and their successors in title may all file.
How to file
- Online: through the DGSFP's electronic register at dgsfp.mineco.gob.es — choose Ciudadanos, then Presentación de Quejas y Reclamaciones.
- By post: Servicio de Reclamaciones, Dirección General de Seguros y Fondos de Pensiones, Paseo de la Castellana 44, 28046 Madrid. You may also lodge it at a Spanish post office, at a Spanish embassy or consulate abroad, or at any public registry assistance office.
A complaint handed to any of the three financial claims services — the Banco de España, the CNMV or the DGSFP — is valid; if it goes to the wrong one, that service forwards it to the competent one for you.
What your submission must contain
- your full name (or company name), an address for notifications and your identification number — NIE, DNI or passport;
- the insurer complained about, and the office or branch concerned where relevant;
- the grounds of your complaint, with an express statement that the matter is not already pending before any administrative, arbitral or judicial body;
- proof that the required period has elapsed without resolution, or that your complaint was refused or rejected;
- place, date and signature.
You cannot raise new facts at this stage that were not in your original complaint to the insurer, apart from events that happened afterwards — so it is worth setting out your case fully the first time.
What happens next
The DGSFP sends your file to the insurer, which has fifteen working days to respond, and you get the same period to comment on that response. Under Orden ECC/2502/2012 the file must close with a report within a maximum of four months for a reclamación, or three months for a queja. Be aware that this report is not binding on the insurer and is not an appealable administrative act — in practice insurers usually follow it, but it does not compel them to.
4. The courts
Nothing on this page affects your right to take the matter to the Spanish courts. You can do so at any point; you do not have to exhaust the steps above first, and using them does not sign away any legal right. Spanish consumer bodies — your local Oficina Municipal de Información al Consumidor — can also advise you free of charge.
How we are paid
We are an exclusive agent of Generali. We are paid by commission from the insurer, included in the premium you pay; we do not charge you a fee for a quotation, for advice, or for helping with a claim or a complaint. There is a fuller explanation on our about page.
Our regulatory details
| Legal name | Turner Insurance Specialists, S.L. |
|---|---|
| Tax ID (CIF) | B-54657010 |
| Registered office | Avenida del Pla 135, Buzón 37, 03730 Javea, Alicante, Spain |
| Status | Exclusive insurance agent of Generali España, S.A. de Seguros y Reaseguros |
| DGSFP registry code | C0467B54657010 — verifiable at dgsfp.mineco.gob.es |
| Supervisor | Dirección General de Seguros y Fondos de Pensiones (DGSFP) |
| Governing law | Real Decreto-ley 3/2020 on insurance distribution |
See also our Legal Notice, Privacy Policy and claims guide.