Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with the highest standard of service. If you have any questions or concerns about our service please contact:
71 Fenchurch Street
London EC3M 4BS
+44 20 7977 0903
If you remain dissatisfied or your complaint relates to your insurance policy you can refer the matter direct to the insurer who will then conduct a full investigation of your complaint and provide you with a written final response. Details of your insurer’s complaints procedure can be found within your policy wording.
If you are a UK policyholder and you remain dissatisfied you can refer the matter to Lloyd’s. The address and contact details are as follows:
One Lime Street
London EC3M 7HA
Telephone +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and also available from the above address,
If you remain dissatisfied after Lloyd’s has considered your complaint you may have the right to refer your complaint to the Financial Ombudsman Service.
If you are seeking resolution as an individual acting for purposes outside your trade business or profession as a micro-enterprise (a smaller business that has a turnover or annual balance sheet of not more than two million euros and fewer than ten employees) a charity with less than £1m annual income or a trustee of a trust with net asset value of less than £1m, you may refer the matter to the following organisation
Financial Ombudsman Service
London E14 9GE
Financial Ombudsman Consumer helpline:
0800 023 4567
Calls to this number are now free on mobile phones and landlines.
0300 123 9123
Calls to this number cost no more than calls to 01 and 02 numbers.
From abroad please call on +44 20 7964 0500.
Mon – Fri, 8am to 8pm
Saturday, 9am to 1pm
European Online Dispute Resolution Platform
If you have purchased your policy online, you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is ec.europa.eu/odr