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Definition of a complaint

Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.

Definition of a complainant

Any natural person who acts for a purpose outside the scope of his trade, company, craft or profession.

Application of Lloyd’s procedure and local complaint regulations

All insurance policies written on a freedom of services or establishment basis.


•    A prompt acknowledgement of the complaint

•    Final response to be provided within eight weeks of receipt of the complaint

EDR scheme and eligibility

Insurance Ombudsman (Ombudsdienst

Verzekeringen/Ombudsman des assurances)

de Meeussquare 35

1000 Brussels


Tel: +32 (2) 547 58 71

Fax: +32 (2) 547 59 75

The Insurance Ombudsman only deals with complaints made by consumers. With regard to complaints made against EEA insurers, such as Lloyd’s underwriters, the Ombudsman will only deal with the complaint if the underlying insurance contract is subject to Belgian law.

Local Regulatory Reporting Requirements


Lloyd’s Complaint Notice

A new complaints notice for Belgium LSW1876 has been produced. It is available on the Lloyd’s Wording Repository and is reference in the Pre-contractual notification and Insurance documents sections of Crystal.