Lloyd’s has set out the process to be followed for international (non-UK) complaints in Market Bulletin Y4961 – International Complaints Handling: Expansion of New Procedures. For Australian complaints the process to be followed is modified in a number of respects as set out in Market Bulletin Y5154, the most notable differences are that Australian complaints are handled in accordance with a two stage process and there is no requirement for copies of all complaints and stage one responses to be provided, instead these are just reported on a revised notification spreadsheet. These changes reflect local regulatory and legal requirements and market practice.
Lloyd’s arrangements for international complaints are intended to allow for the oversight of complaints handling, consistent with the regulatory expectations of the UK Financial Conduct Authority (FCA), whilst allowing flexibility for managing agents in the way they handle complaints in accordance with local rules.
Definition of a complaint
Expression of dissatisfaction made to an organisation, related to its service, products, or the complaints handling process itself, where a response is explicitly or implicitly expected.
Lloyd’s operates a two stage process in Australia.
The managing agent or their representative, ie Third Party Claims Administrator/Coverholder has 15 business days to attempt to resolve the complaint. The stage one response must outline the right of the complainant to request a stage two by Lloyd's Australia and then to escalate their complaint to the Australian Financial Complaints Authority (AFCA)
If the complainant remains dissatisfied they can request a stage two review. This review will be conducted by Lloyd’s Australia which has 15 business days to resolve the complaint. If the matter cannot be resolved at stage two and/or it has been more than 45 calendar days since the complaint was made, the complainant will be advised of their right to elevate the matter to AFCA.