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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 Cypriot complaints the process to be followed is modified in a number of respects as set out in Market Bulletin Y4993. 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

A complaint or statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaint handling should be differentiated from claims handling, as well as from simple requests for execution of the contract, information or clarification. 


  • An acknowledgement within 2 business days
  • A final response must be issued within 15 business days of receipt of the complaint.
  • If it is not feasible to issue a final response within 15 business days, the complainant must be advised of the reason for the delay and given a revised timescale for the final response which must not exceed 30 business days from the end of the original 15 business day time limit. The insurer must keep the complainant informed about the progress of the handling of the complaint

External Dispute Resolution

When responding to a complaint, the complainant must be informed that if they remain dissatisfied they may be able to refer their complaint to the appropriate EDR service, for review. They should be provided with the full EDR contact details, which can be found in the Complaints Handling Summary.