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One Lime Street
+44 (0)20 7327 1000
Lloyd’s occupies sites in both London and Chatham.
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+44 (0)20 7327 6125
Out of hours calls:
+44 (0)7792 566 877
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Find out how to make a complaint to Lloyd's and our procedure for handling complaints.
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:
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
Your Complaint - How We Can Help
Download complaint frequently asked questions (FAQs) (32KB)
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.
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.
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.
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:
In these circumstances we will contact you to discuss the appropriate next steps regarding the matters you have raised.
Policyholder & Market Assistance
1 Lime Street
Tel: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
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