Complaints Procedure

We think we provide a great claims service. Sometimes we have a situation where we can’t agree a claim as presented. That might lead to you being unhappy at the way things went and wanting to complain about an aspect of our service to you. We promise to take complaints seriously and do our best to handle them to your satisfaction in a quick and efficient manner.

This guide will help you and us to resolve any problems quickly and with ease.

If you have any questions or concerns about your policy or the handling of a claim, in the first instance please contact your broker, intermediary or retail agent.

If you wish to make a complaint you may do so in writing or verbally at any time using the contact details below.

To ensure we can speed up the process for you, please provide the following information when submitting your complaint:

Policy number
Date of loss
Subject of your complaint
Who did you buy your insurance from?
Who is your complaint against?

Head of Compliance
One Bishopsgate
United Kingdom

+44 (0)20 3169 1969

We will do our best to resolve your complaint straight away, however if we cannot resolve your complaint immediately we will provide a timeline for resolution, which will be no longer than four weeks.

If you remain dissatisfied with our response to your complaint, or we have not completed our investigation after that time, you may want to make a complaint directly to Lloyd’s.

Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:

One Lime Street
+44 (0)20 7327 5693

Finally, and we hope that we will have resolved your issue before this stage, you may be entitled to refer your complaint to the Financial Ombudsman Service using the details below:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

0800 023 4567 or 0300 123 9123

If you are unsure whether FOS will consider your complaint, please contact them directly for advice. The service FOS provides is free and impartial and contacting them at any stage does not affect your legal rights to take action.

Policyholders within the EU should note that they may be able to refer their complaint via the EU Online Dispute Resolution (ODR) platform at: