Requirements for Managing Agents and their representatives for the handling of policyholder complaints.
While Lloyd’s believes that the vast majority of Lloyd’s policyholders will have a positive experience dealing with Lloyd’s Managing Agents and their representatives it is inevitable that some complaints will arise. Where that is the case, policyholders should expect to have their complaint dealt with promptly and in a reasonable way.
Evidence of an adequate complaints handling process in place now forms part of the Coverholder application process.
For applicable territories, please advise who will be handling complaints. Lloyd's has implemented arrangements for the oversight of international complaints in all territories and details of the countries specific information can be found on the international complaints guidance section here. If the sponsoring Managing Agent is to handle complaints, please provide the Coverholders current complaints policy including a section relating to Lloyd’s business and details of who to contact at the Managing Agent. Where the Coverholder is to handle complaints, please refer to the Lloyd’s complaints page for territory specific guidance and time frames.