When it comes to local examination queries or related concerns, the Chartered Insurance Institute (CII) has a clear process in place to ensure efficient support and resolution.
First Point of Contact
For most local complaints or queries, the initial point of contact should be the CII’s Customer Service team. They are available via the following channels:
Email: customer.serv@cii.co.uk
Phone: +44 (0)20 8989 8464
Webchat: Accessible through the CII website
The Customer Service team aims to resolve issues directly or escalate them to the appropriate specialist team. In cases where more specific contact details are required, these can be found under the ‘Resources & contacts’ section on the CII website.
Raising a Complaint
Formal complaints should be submitted using the CII Complaints Webform or via email at: complaints@cii.co.uk.
Guidance for Local Institute Volunteers
If CII members reach out to local institute volunteers for support: Volunteers should direct members to contact the CII directly to ensure timely assistance.
The CII cannot act on a member’s behalf or share personal information without their explicit consent. However, with permission, employers and local volunteers can be involved in resolving the issue.
Sharing Local Feedback
Volunteers are encouraged to share any feedback they receive about CII services, products, or local concerns. This should be directed to your regional membership contact or emailed to: laura.martin@cii.co.uk.