How to complain
If you have any questions or concerns about your policy or the handling of a claim, it may help to put matters right quickly if you first:
- check your insurance policy - this may answer your query
- let your usual point of contact know you are thinking of complaining and explain why
- contact the firm that sold the insurance to you to see if they can offer any help or advice.
- tell the claim administrator about the problem if your query relates to a claim
- follow the complaints procedure set out in your policy.
If you are not happy with the insurers' decision, we may be able to help you. Please read the information below about the complaints that we handle and see the list of frequently asked questions.
If you would still like to make a complaint about your insurance, please download and complete the complaint form below, then send it back to us by post. For security reasons, we need your handwritten signature. You will probably also have other documents to send to us with your form. If you would like to talk to us about your complaint before returning your form, please phone us.
Download complaint form
How We Can Help Resolve Your Complaint - Leaflet
Download complaint frequently asked questions (FAQs)
Policyholder & Market Assistance
Lloyd's Market Services
1 Lime Street
Tel: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
How we will handle your complaint
We make every effort to resolve disputes at the earliest possible stage. There is no charge to policyholders for the service that we provide and you lose none of your legal rights by asking us to review a complaint.
To ensure that we are clear about the issues involved we would ask that you complete and return our complaint form which can be downloaded from the link above. When we receive your form we will provide you with more information about our complaints procedures. Your completed form will be acknowledged as promptly as possible.
The Financial Ombudsman Service
Lloyd's is covered by the Financial Ombudsman Service (FOS). The FOS can consider your complaint once you have tried to resolve it with us, so please take your concerns up with us first and we will do all we can to help you.
If you remain dissatisfied after our involvement, you may ask the FOS to review your complaint. We will send you a leaflet about the FOS at the relevant time.
If you appoint someone to complain on your behalf
You can ask someone else to complain on your behalf but you (the policyholder) will need to sign our complaint form. If you employ a professional to complain on your behalf (for example, a solicitor or loss assessor), you will have to meet their costs.
What if we cannot help?
We will tell you as soon as we can if your complaint is one we cannot help you with. For example, if:
- your complaint is about a firm unconnected with Lloyd's, such as, an insurance company or broker
- you are a UK commercial policyholder and the group annual turnover is more than €2 million and you employ more then 10 employees.
There may be other situations where we cannot assist and we will advise you if this is the case.