Complaints by Lloyd's policyholders

Find out how to make a complaint to Lloyd's and our procedure for handling complaints.

  • 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.  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) (32KB)

  • 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 may be able to 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 provide written confirmation that they are authorised to act on your behalf. If you employ a professional to complain on your behalf (for example, a solicitor or loss assessor), you will be responsible for any costs incurred.

  • Does Lloyd's investigate all complaints?

    We will tell you as soon as we can if your complaint is one that falls outside the formal Lloyd's complaints procedure. 

    For example, if:

    •  your complaint is about a firm unconnected with Lloyd's, such as, an insurance company or broker
    • you are a commercial policyholder and the group annual turnover is more than €2 million or you have more than 10 employees

    In these circumstances we will contact you to discuss the appropriate next steps regarding the matters you have raised.

  • How we have helped
    Here you can view a summary report of Lloyd's complaints which shows data on issues dealt with by Lloyd's.

Contact Us

Policyholder & Market Assistance
Lloyd's
1 Lime Street
London
EC3M 7HA

Email: complaints@lloyds.com

Tel: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225