How to make a complaint
We aim to provide the highest service standards at all times however, if for any reason you are not satisfied, we would like to hear from you.
The procedure which follows has been put in place to ensure that your concerns are dealt with promptly and fairly.
How to make a complaint:
If you are insured with us via a broker/adviser/agent/appointed representative your first point of contact should be your broker/adviser/agent/appointed representative who will take up your complaint on your behalf with us.
If you are insured with us “direct” your first point of contact should be:
7 Eastern Road
Telephone: 01708 729 500
Please remember to include your name, the name of the policyholder as shown on the current policy schedule and the policy and/or claim numbers in all communications.
Should you telephone us to make a complaint; we will aim to resolve the complaint to your satisfaction within three business days (business days are Monday to Friday, excluding public holidays). If we are unable to resolve the complaint within this time period, the matter will be passed to the Compliance Department, who will undertake an impartial review. Once a decision has been made, we will issue details of this in the form of a final response letter. Please note that a final response letter will be issued within 8 weeks of the date of your verbal complaint.
Should you communicate your complaint in writing, we will upon receipt:
- Acknowledge the complaint within 5 business days.
- Issue a final response letter within 8 weeks.
If we are unable to issue a final response letter within 8 weeks we will contact you to give reasons for the delay and indicate when we expect to issue a final response letter.
Final response letter
This will summarise the complaint, detail our findings and explain the decision we have made.
If you remain dissatisfied
If you have not received a final response within 8 weeks of making the complaint, or are unhappy with the decision, you can ask the Financial Ombudsman Service to review the matter. They can be contacted as follows:
Post: Financial Ombudsman Service
Harbour Exchange Square,
Telephone from landline: 0800 023 4567.
Telephone from mobile: 0300 123 9123.
Alternatively, if you do not want to contact the Financial Ombudsman Service direct, you may submit details of your complaint via the European Online Dispute (EOD) platform. The EOD platform’s website address is as follows:
If your insurance is placed with Lloyd’s you may ask the Complaints department at Lloyd’s to review your case. Their details are as follows:
One Lime Street
Telephone: 020 7327 5693
If you are still not satisfied after contacting Lloyd’s you can refer your complaint to the Financial Ombudsman Service (FOS). See above for contact details.